Senior Customer Service Officer

3 days ago

Central Region, Singapore Arts House Group Full time $60,000 - $80,000 per year
Job Purpose

At AHG, we believe every visitor deserves a memorable experience. As our Senior Customer Service Officer, 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
  • Medical & Dental Benefit
  • AWS [13 Month Bonus]
  • Performance Bonus
  • Annual Increment
  • Flexible Benefit [$400 Annually]
  • Overtime Payment

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.

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.

Public Engagement and Tours

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

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 AHG venues as required.

Strategic and Leadership Responsibilities

  • 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.
  • Minimum 3 years of guided tour experience.

Specific skills required.

  • Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partners
  • Experience in leading public tours.
  • 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.
  • Experienced candidates may be considered for a higher position [ie: Customer Service Executive (Team Lead) role].

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