Guest Experience & Loyalty Strategy Lead

Mount Faber Leisure Group; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

Mount Faber Leisure Group is seeking a customer service professional to oversee the call centre, respond to escalated guest queries, and drive loyalty and CRM initiatives. You will monitor reviews, collaborate with outsourced partners, and ensure SOP compliance.

The role emphasizes customer centricity, strong communication, and the ability to manage multiple tasks in a fast-paced environment. Diploma or degree and 3–4 years’ experience are required.

Qualifications

• Diploma/Degree with 3-4 years of relevant work experience in customer service and loyalty programs, with a strong focus on customer centricity and service orientation.
• Team player and ability to multitask and work in a fast-paced environment with tight deadlines.
• Proficient in MS suite of products in preparing reports.
• Excellent communication and interpersonal skills.
• Strong attention to detail and in ensuring prompt follow up in accordance with SOP.

Responsibilities

• Oversee daily performance of call centre.
• Respond to escalated guest queries, feedback, and complaints.
• Work with other units on investigation and resolution.
• Conduct quality audits on calls and emails.
• Prepare monthly reports and trends.
• Monitor and report trending of customer reviews on social platforms as part of brand guardianship.
• Review and upkeep of SOP and manuals.
• Any other ad hoc tasks.

Skills

Customer service

Team player

Multitasking

Communication skills

Education

Diploma/Degree

Tools

MS Office

Job description

Mount Faber Leisure Group is seeking a customer service professional to oversee the call centre, respond to escalated guest queries, and drive loyalty and CRM initiatives. You will monitor reviews, collaborate with outsourced partners, and ensure SOP compliance.

The role emphasizes customer centricity, strong communication, and the ability to manage multiple tasks in a fast-paced environment. Diploma or degree and 3–4 years’ experience are required.