The Customer Experience department seeks to provide the highest standards of service to all Esplanade’s patrons, ensuring a welcoming, friendly and safe environment for all.

The role of the Executive, Customer Experience is to assist the Customer Experience (CX) Management team in the smooth running of front-of-house services, to be an exemplary role model to other members of staff.

KEY RESPONSIBILITIES

Event Operations

Perform the role of Venue Officer (as scheduled) for events and activities

Oversee event operations, ensuring all events and activities are carried out in accordance with venue procedures and service standards.

Attend pre-event briefings, recces, and planning meetings; consolidate and communicate the information and requirements to ECs.

Assist in managing foyer board installations and flyer displays around the centre.

Assist the managers in overseeing the end-to-end operations of the CX department, ensuring consistent delivery of service excellence across all touchpoints.

Ensure Customer Experience Officers and casual staff maintain proper etiquette & good practices.

Perform regular checks and ensure the proper upkeep and appearance of public areas.

Ensure compliance with safety measures and emergency procedures during performances and events.

Conduct daily briefing keeping the team updated on performance-related matters, information and issues affecting the centre

Manage Customer Feedback

Respond to problems on-site including medical and other emergencies, patrons’ dissatisfaction as well as operational issues. 

Staff Management & Training

Manage and supervise casual/ outsourced staff during performances and events.

Ensure that staff deployment always meet service deliverables in all areas and for all events. 

Management of Ticket Sales and Related Counter Services

Manage sales of SISTIC tickets and handle all related enquiries at the Visitor Centre (Box Office & information counter).

Conduct daily checks on disbursement of refunds to patrons for show cancellations or postponements.

Conduct daily checks on sales reconciliation for tour, box office transactions, promotional redemptions etc.

Balance sales reconciliation and manage change float.

Assist patrons with general enquiries, Mall promotion redemptions, manage the lost & found items.

Tour

Conduct tours

Manage and respond to tour-related queries.

Schedule manpower for tour guides.

Liaise with vendors and related internal departments for tours.

Administrative Support

Manage Usher Management System (UMS), providing events information for the system

Conduct weekly Event Calendar Review (ECR) checks.

Prepare labour costing, including Festival labour costing and ad hoc requests

Handle manpower requests from other departments, including hosting, hirer’s requests, Community Engagement activities, sponsor-related activities etc.

Manage day-to-day calls from usher (e.g., drop slots & other usher concerns) and Customer Relationship Management (CRM)

Assist with the Contact Centre

Manage patron queries, both internal and external, via hotline and email.

Prepare and process EBMS billing and invoicing.

KEY REQUIREMENTS

Diploma or relevant qualifications with equivalent years of experience

Minimum 3 years of customer service experience, with at least 1 year in supervisory role in customer experience or event management.

Customer-focused with the ability to lead others.

Strong attention to detail.

Able to work under pressure while maintaining a positive and flexible attitude.

Able to multi-task

Good interpersonal and communication skills.

A team player who can work independently with minimum supervision

Proficient in English and a second language.

Proficient in Microsoft Office applications

Required to work shift

If you are keen to apply for this position and satisfy the requirements, please email your resume to hr•@esplanade.com with an indication of your current and expected salary as well as details of your experiences.

We thank you for your interest in the position and Esplanade. Only shortlisted applicants will be notified.