Job Purpose
At AHG, we believe every visitor deserves a memorable experience. As our Customer Service Executive, you will be the welcoming face of our cultural spaces. Take on a leadership role in shaping exceptional visitor experiences across our vibrant venues!
Your mission: To uphold our high service standards and create memorable experiences for all our patrons, while leading and mentoring a team. You will be contributing to the strategic development of customer service operations within a dynamic arts and culture environment.
Benefit Highlight
- Opportunities for development and growth
- Overtime Payment
- Medical & Dental Benefit
- AWS [13 month Bonus]
- Performance Bonus
- Annual Salary Increment
- Flexi Benefit
Duties and Responsibilities
Frontline Customer Service
- 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.
Public Engagement and Tours
- Conduct guided tours of AHG venues for the public.
- Support the Customer Service Manager in handling tour enquiries and scheduling.
Venue Operations and Venue Management
- 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.
Safety and Conflict Resolution
- Investigate and resolve guest complaints and incidents, ensuring swift and effective resolutions.
- Enforce safety protocols and emergency evacuation procedures to maintain a secure environment.
Team Development and Staff Oversight
- 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.
Strategic and Leadership Responsibilities
- Undertake additional responsibilities and special assignments as delegated by the Customer Service Manager, HOD, or senior leadership.
- Support management in reviewing, updating, and establishing customer service SOPs and policies, both in-house and with external partners.
Requirements
1. Educational qualifications
- 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
