Customer Service Executive

**Job purpose**
- Assist Customer Service management in providing and reviewing current customer service practices at any AHL venues and running FOH services to all customers within corporate guidelines and image with the objective of providing a high level of service standards.

**Duties and responsibilities**
- 1. Provide quality front of house services (FOH) at AHL venues _
- Performs role of Venue Officer / Duty Manager (as scheduled) to ensure that events proceed smoothly.
- Assists supervisors in the co-ordination of special events and gala performances.
- Supervises proper upkeep and appearance of public areas.
- Assists supervisors in the co-ordination of special events and gala performances.
- Investigates and resolves problems and complaints
- Ensures that safety measures and emergency evaluation guidelines are adhered to
- Delivers hospitality services for our partners and VVIPs
- Housekeep Customer Service counter/FOH, including the display of posters, brochures, other collaterals and updating digital signage stands with the upcoming events and programs
- 2. Conduct In-house tours at AHL venues _
- Conduct public tours of the venues.
- To assist the Customer Service Manager in the receiving and processing of tour enquiries.
- To assist in identifying available dates based on events and manpower resources to the Centre Manager for future tour dates.
- 3. To support Customer Service Manager/Senior Manager in reviewing and implementing policies and standard operating procedures (SOP) in the areas of Customer Service (whether executed in-house or via external business partners) and where applicable to establish new policies and SOP _
- 4. Reviewing and implement policies related to Customer Service and where possible establish new policies and standard operating procedures. This includes but not limited to training materials for full-time and casual staff. _
- 5. Management of casual staff _
- Assists Customer Service Manager in the training of casual staff, where necessary.
- Supervises casual staff at performances and events as well as and when required
- To assist and support Customer Service manager in proposing, planning and/or providing manpower for casuals at any AHL venue.
- To assist in the planning of the monthly usher schedule.
- 6. To support Customer Service Manager/Senior Manager in the planning, and tracking of the department budget including all overheads/expenses and casual labor costs, equipment maintenance and capital acquisitions to ensure that expenses are on track and are within forecasted amounts _
- 7. General Duties _
- Performs general customer service duties
- Performs reception duties at the Information Counter
- Mans the general enquiry line
- 8. To carry out and assume any other duties and responsibilities from time to time as assigned by Customer Service Manager, HOD and the management. _

**Qualifications**

Education
- Diploma with a good pass in English or equivalent work experiences

Experience
- 5 years’ experience in customer service (preferably in event management)

**Skills**:

- Excellent Customer Service skills. Ability to deal with public in a pleasant manner.
- Good interpersonal and communication skills. Proactive and ability to think on your feet to resolve problems
- Able to multitask and process information in a calm & efficient manner.
- Good leadership skills as he/she would need to drive the company’s values and set good examples to fellow colleagues.
- Proficient in English and a second language
- Intermediate knowledge of Microsoft Office and computer skills
- An interest in the Arts would be preferred.

**Working conditions**
- Required to work irregular / shift hours

**Physical requirements**
- Able to climb stairs and conduct tours.