Customer Service & Operations Officer

Passionate about the arts and entertainment industry
Join us as a Customer Service & Operations Officer and be part of our dynamic team!

Call Centre Support

• Act as the first point of contact and representative of the Company to customers

• Monitor staff attendance and ensure Call Centre service levels are met

• Conduct staff briefings and communicate event updates to ensure accurate information is provided to customers

• Manage, track, and follow up on open and escalated cases in a timely manner

• Handle multiple hotlines (including ticketing, helpdesk, and corporate bookings) and make outbound calls for cancelled or postponed shows

• Monitor live chat support for SISTIC live-stream events

• Deliver a positive and seamless customer experience via emails, live chat, and social media channels

• Handle and resolve escalated customer complaints

• Provide feedback and recommendations to enhance existing processes and improve the overall customer experience

• Perform administrative duties, including timesheet endorsement and follow-ups on double bookings

• Undertake ad-hoc duties as assigned by the reporting supervisor(s)

Box Office Support

• Handle and respond to helpdesk calls from agents and internal staff

• Manage brochure and ticket stock replenishment for authorised agents

• Troubleshoot issues and perform printer maintenance for authorised agents

• Carry out ticket fulfilment duties, including ticket printing, delivery coordination, and follow-ups on returned or undelivered mail

• Set up and manage venue ticket sales and collections

• Perform supervisory duties at venue sales points to ensure smooth operations

• Conduct daily reconciliation of ticket sales and related reports

Requirement:

• Minimum qualification of GCE A-Level, O-Level, Nitec, or Higher Nitec

• Comfortable with overseas travel, including travelling independently when required

• Good communication and interpersonal skills

• A team player who is task-oriented, with good communication and customer service skills able to lead a team when required

• Able to work independently while building strong relationships with colleagues and customers

• Highly adaptable, with the ability to adjust quickly in a dynamic, fast-changing environment

• Positive, with a can-do attitude and a cheerful personality

• Proficient in Microsoft Office applications

• Demonstrated problem-solving abilities, including thinking creatively and implementing innovative solutions to everyday challenges

• Able to perform rotating shift schedules, including weekends and public holidays

• Prior customer service or call centre experience is an advantage