Officer, Guest Insights & Experience - Part Time

Sentosa Development Corporation & Subsidiaries (Part-Time); Singapore; On-site; SGD 23,000 - 35,000; Part time

Job summary

Sentosa Development Corporation invites applications for a part-time Guest Services role based in Singapore. You will handle guest enquiries across live chat, webforms and email, while ensuring data accuracy and PDPA compliance.

You will liaise with multiple units to deliver timely resolutions and support channel management initiatives. The ideal candidate holds a diploma and has experience in guest services, with strong written and spoken communication, and a friendly, team-oriented attitude.

Qualifications

• Diploma qualification required.
• Preferably 1 year experience in guest services.
• Strong written and verbal communication.
• Good computer knowledge and tech-savvy.
• Excellent interpersonal and teamwork skills.
• Ability to work rotational schedule; 9am–6pm.
• 6-month contract with possible extension.

Responsibilities

• Attend to guests’ enquiries and/or feedback via live chat, webform and email.
• Coordinate with Business Units to ensure timely feedback flow.
• Respond to enquiries maintaining neutrality and protect Sentosa Development Corporation’s reputation.
• Capture guest data into CRM with PDPA compliance.
• Support Channel Management Team in channel-related projects.
• Work as part of a team to meet departmental objectives.
• Perform ad-hoc duties as assigned.

Skills

Written English

Interpersonal skills

Teamwork

Customer service

Friendly demeanor

Independent worker

Education

Diploma qualification

Tools

CRM system

MS Office

Job description

Overall Job Purpose:

You will be part of the Channel Management Team within the Guest Insights & Experience Department to nurture and champion guest centric culture in Sentosa.

Your primary role is to manage the various digital guest servicing channels to provide timely and accurate information or resolution for enquiries and feedback received. As Guest Insights & Experience Department role is to champion service excellence, team members are required to deliver exemplary service and to respond to every situation reflecting the values of the organisation.

Being part of the Marketing & Guest Experience Division, you are also expected to contribute and support the various initiatives rolled out by the Division.

Job Duties & Responsibilities

• Attend to guests’ enquiries and/or feedback received via the various guest servicing channels including live chat, online webform and email.

• Liaison between various Business Units to ensure timely flow of feedback and/or information. Work with the relevant Business Units to investigate and attain resolution.

• Respond appropriately to enquiries and/or feedbacks, while maintaining a neutral stance and protecting reputation of SDC, and escape the feedback when needed

• Capture guest data and other relevant information into the CRM system accurately with attention to details, while ensuring PDPA compliance when handling personal data of guests.

• Support the Channel Management Team in guest servicing channels related projects and initiatives

• Working together as a team to ensure departmental objectives are met

• Perform any other ad-hoc duties as assigned by reporting officer

Job Requirements

• Diploma qualification

• Preferably 1 year experience in guest services (call centre) or guest relations within the Tourism or Hospitality industry

• Excellent written skills and good communication skills are a must. Ability to comprehend, capture as well as interpret guest requests/ needs and translate them in responses to guests.

• Good computer knowledge skills and tech savvy

• Pleasant and friendly disposition, with good interpersonal skills

• Ability to work well as an individual as well as in a team

• Passionate about delivering excellent service

• Working hours: 9am – 6pm (Able to work on rotational schedule on weekdays, weekends and/or PHs)

• This position is on a 6-months contract, subject to contract extension