Executive, Customer Care

2 weeks ago

Singapore Singapore Sports Hub Full time

**OUR PARTNER**:
Spectra Singapore

**DEPARTMENT**:
Customer Care

**OVERVIEW**

***:
Singapore Sports Hub is looking for an Executive, Customer Care who will be responsible to monitor and manage Customer Care key performance indicators, procedures and reporting. He/ She will play a key role in delivering training sessions to new hires and current employees, contributing to the training needs analysis and ensuring that both company’s and department’s goals are achieved through new customer service initiatives and review of existing operational procedures.

**RESPONSIBILITIES**

***:

- Monitor and manage Customer Care key performance indicators, procedures and reporting requirements
- Handle feedback and escalated cases in a professional and prompt manner
- Review existing operational procedures based on customer feedback and propose solutions or initiatives to enhance customer experience
- Review, create and update various Standard Operating Procedure and documents for QMS audit
- Plan and implement new customer service initiatives to achieve or exceed company’s and department’s goals
- Identify training gaps and provide customer care training to new hires and current employees
- Review, develop and update content in the training manuals, presentations and handouts for the Customer Care team
- Assist with the implementation of Sports Hub’s service orientation programme and service recognition scheme
- Explore various communication channels to educate all Sports Hub staff - frontline or back-of-house, on key events, activities and happenings
- Assist in the daily reconciliations of payments and refunds and address any financial discrepancies for facility and programme bookings
- Ensure dissemination of the Customer Care programme to full and part time employees
- Ad-hoc duties and projects as assigned or needed

**REQUIRED**

***:

- 2-3 years customer care/customer relations experience
- Proven track record in customer service including management of complaints and feedback
- Strong oral and written communication skills
- Strong personal, organizational and customer management skills
- Strong time-management and attention to detail
- Ability to work well in a team and under pressure in a fast-paced environment
- Ability to remain calm under pressure and work independently
- Willing to perform shift duties including weekends and Public Holidays

**OTHER**

***:

- Proficient in Excel, Word, PowerPoint and Outlook
- Prior sports and entertainment industry experience preferred
- Prior experience in creating and implementing customer care programme
- Prior experience in managing multiple stakeholders in a matrix environment
- Prior experience in managing customer care staff
- Prior experience in Point-Of-Sales system, customer care processes and cash handling

**Interested applicant, please send in your latest resume with your passport size photo indicating your current and expected salaries as well as your notice period to

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