Senior Executive - Customer Care

Core Duties & Responsibilities

Quality Control

• Undertake and record formal and informal customer feedback, summarizing assessment of improvement areas, business opportunities
• Assist the Assistant Manager to ensure valuable client feedback is collected, reported, analyzed and that all issues are closed as per an agreed timeframe
• Assist in monitoring relevant policies and procedures within each key area/touch point
• Actively monitor regular Visitor Satisfaction Feedback and action plan thereof to ensure constant benchmark

Visitor Experience and Services

• Assist in active monitoring of identified key touch points within the Visitor Journey in the venue and assets
• Monitor the standard look and feel of all identified areas under Front of House to be always maintained within the venue (during event days and non-event days)
• Always monitor and report back on venue readiness prior to all events
• Monitor smooth entry and exit for all visitors (crowd flow/queuing systems)
• Monitor wayfinding and signage guidelines are strictly maintained (both venue signage & event signage)
• Monitor on-going venue snagging schedules in coordination with Venue Infrastructure
• Feedback and ensure general amenities and offerings are updated within the Venue service offerings in coordination with relevant stakeholders
• Act as a Relationship Manager and Floor Manager on the ground when specific tasks are assigned under that scope as needed or required

Reporting

• Assist the Assistant Manager in data collection and reporting on visitor statistics and trends to innovate and evolve service offerings
• Prepare and follow up on scheduled snag lists and their completion in conjunction with Venue Infrastructure

People Management

• Mentor and develop Customer Care Representatives and nurture an environment where they can excel through encouragement and empowerment
• Maintain an orderly workflow according to priorities

Project Management

• Implementation to scope, time and budget
• Management of risks and issues
• Project and team leadership
• Communication and stakeholder management

Financial

• Assist Assistant Manager in Operational Expenses management
• Assist Assistant Manager in Capital Expenses management, Venue and Project related in line with those set by the Division Head

Operating Environment

• Office-based job; required to work longer hours on computer and to be on the floor sometimes leading the teams and meeting the customers
• On the floor leading the teams, conducting QC procedures and meeting customers