Customer Service Executive

At AHL, we believe every visitor deserves a memorable experience. As our Customer Service Executive, you will be the welcoming face of our cultural spaces. Take on a leadership role in shaping exceptional visitor experiences across our vibrant venues

Your mission: To uphold our high service standards and create memorable experiences for all our patrons, while leading and mentoring a team. You will be contributing to the strategic development of customer service operations within a dynamic arts and culture environment.

Benefit Highlight

• Opportunities for development and growth
• Overtime Payment
• Medical & Dental Benefit
• AWS [13 month Bonus]
• Performance Bonus
• Annual Salary Increment
• Flexi Benefit

Duties and Responsibilities

Frontline Customer Service

• Perform frontline customer service duties, including reception and handling general inquiries via phone and in person.
• Represent the venue with a courteous and professional manner at all customer touchpoints.

Public Engagement and Tours

• Conduct guided tours of AHL venues for the public.
• Support the Customer Service Manager in handling tour enquiries and scheduling.

Venue Operations and Venue Management

• Serve as Venue Officer / Duty Manager to ensure the smooth execution of events, special performances, and galas.
• Assist in the coordination and logistical planning of special events, liaising closely with supervisors.
• Deliver exceptional hospitality services to partners and VVIPs, maintaining a professional and welcoming environment.

Safety and Conflict Resolution

• Investigate and resolve guest complaints and incidents, ensuring swift and effective resolutions.
• Enforce safety protocols and emergency evacuation procedures to maintain a secure environment

Team Development and Staff Oversight

• Assist in developing training materials and operational standards for full-time and casual staff to ensure consistency and quality in service delivery.
• Assist in the training and supervision of casual staff, particularly during performances and events.
• Support in planning and deploying casual manpower across AHL venues as required.

Strategic and Leadership Responsibilities

• Undertake additional responsibilities and special assignments as delegated by the Customer Service Manager, HOD, or senior leadership.
• Support management in reviewing, updating, and establishing customer service SOPs and policies, both in-house and with external partners.

Requirements

Educational qualifications

• Diploma or relevant qualifications with equivalent years of experience

Experience

• Minimum 5 years of experience in customer service or event management.

Specific skills required.

• Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partners
• Effectively lead and manage casual staff, promoting teamwork, adaptability, and a customer-first mindset for efficient operations
• Strong problem-solving skills to handle real-time operational challenges and customer complaints
• Experience in venue operations, event coordination, and hospitality services preferred
• Understanding of safety and emergency procedures in public venues
• Ability to multitask and remain composed under pressure in a fast-paced environment
• Proficiency in spoken and written English; fluency in a second language is preferred
• Basic proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with venue management systems is an advantage.

Additional Information

• This is a 2-year contract position.
• Shift duties are required.

Your team-leadership will help maintain a high standard of service and ensure our venues continue to be welcoming, safe, and well-managed for all who visit.