Customer Service Executive

Direct message the job poster from Arts House Limited (AHL)

Senior Human Resource Professional - IHRP | Certified Professional

Job Purpose

Join our customer service team at Arts House Limited (AHL) and play a pivotal role in delivering exceptional customer service at our vibrant venues.

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

Duties and Responsibilities

• 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
• Investigate and resolve guest complaints and incidents, ensuring swift and effective resolutions
• Enforce safety protocols and emergency evacuation procedures to maintain a secure environment
• Conduct guided tours of AHL venues for the public
• Support Customer Service Manager in handling tour enquiries and scheduling
• Support management in reviewing, updating, and establishing customer service SOPs and policies, both in-house and with external partners
• 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
• Ensure budget alignment with forecasted projections in collaboration with the Customer Service Manager
• 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
• Undertook additional responsibilities and special assignments as delegated by the Customer Service Manager, HOD, or senior leadership.

Requirements

• Diploma or relevant qualifications with equivalent years of experience

2. Experience

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

3. 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.
• Physically Fit - Part of the job involve touring/climbing the clock tower at Victoria Theatre & Victoria Concert Hall

Seniority level

• Seniority level Associate

Employment type

• Employment type Contract

Job function

• Job function Customer Service and Education
• Industries Museums, Historical Sites, and Zoos

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