Assistant, Customer Experience (Casual)

The Assistant, Customer Experience (Casual) supports the Customer Experience team in creating a positive experience for our audiences. The role involves assisting with customer enquiries, ticketing transactions and day-to-day operations across various communication channels and at the box office.

Key Responsibilities:

• Deliver excellent customer service through email, telephone, WhatsApp, and face-to-face interactions in a professional, courteous, and timely manner.
• Respond to customer enquiries relating to concerts, events, ticket purchases, ticketing policies, Friends memberships, Season Passes, and other audience services.
• Process ticket sales, exchanges, refunds, and other ticketing transactions accurately and in accordance with established policies and procedures.
• Assist customers with ticket purchases and enquiries at the box office, ensuring a positive and welcoming experience.
• Monitor and respond to enquiries received through shared communication channels, including email and WhatsApp.
• Perform administrative duties such as data entry, record updates, and maintaining accurate customer records.
• Escalate complex customer issues or exceptional requests to the Customer Experience team when necessary.
• Support the team with day-to-day operational and administrative tasks, including coverage during peak periods and staff leave.
• Undertake any other duties as assigned.

Requirements:

• GCE O Level, NITEC, Diploma or equivalent qualification.
• Good verbal and written communication skills with strong interpersonal abilities.
• Customer-focused with a friendly, professional, and service-oriented attitude.
• Comfortable interacting with customers via email, telephone, WhatsApp, and face-to-face.
• Able to work independently while following established procedures and service standards.
• Basic computer literacy and proficiency in Microsoft Office applications.
• Prior experience in customer service, hospitality, retail, ticketing, or a similar customer-facing role will be an advantage.
• Able to work evenings, weekends, and public holidays on a rostered basis.
• This position is paid hourly at $15/hour, subject to roster requirements.