Role Purpose
The Executive, Customer Care plays a key role in bringing The Kallang Group's service culture to life. Beyond resolving enquiries and feedback, this role champions a consistent, people-centred service experience across all touchpoints. The incumbent contributes to creating a welcoming, respectful and responsive environment where every customer feels heard, valued and cared for.
This role supports the organisation's commitment to service excellence by aligning behaviours, processes and systems to deliver meaningful and memorable experiences for visitors, partners and the wider community.
Key Responsibilities
Service Culture & Customer Experience
- Deliver empathetic, timely and professional responses to customer enquiries, feedback and complaints across multiple channels (email, phone, digital platforms and on-site).
- Apply service recovery principles to turn service gaps into positive experiences, demonstrating care, accountability and ownership.
- Consistently model service behaviours aligned with The Kallang Group's service values and standards.
People-Centred Service Delivery
- Understand customer needs and perspectives, tailoring responses to ensure clarity, reassurance and respect.
- Build trust and rapport with customers through clear communication and genuine engagement.
- Act as a service role model by demonstrating calmness, empathy and professionalism, especially in challenging situations.
Collaboration & Stakeholder Partnership
- Work closely with internal teams and external partners to resolve customer issues holistically and efficiently.
- Support alignment across stakeholders to ensure service standards are consistently applied across venues, events and operations.
- Escalate issues appropriately while maintaining a customer-first and solutions-oriented approach.
Operational Scope: Rostering & Counter Management
- Support manpower rostering to ensure adequate coverage at service counters, aligned with operational needs, event schedules and anticipated customer demand.
- Coordinate and manage daily counter operations, ensuring service points are well-prepared, staffed and operating smoothly.
- Monitor counter performance during shifts, reallocating resources where necessary to maintain service quality and manage peak periods.
- Liaise with operations, facilities and security teams to address on-ground issues promptly and minimise service disruptions.
- Ensure frontline staff adhere to service standards, operating procedures and escalation protocols at customer service counters.
Continuous Improvement & Capability Building
- Capture and analyse customer feedback to identify trends, service gaps and improvement opportunities.
- Contribute insights to support service culture initiatives, process improvements and capability-building efforts.
- Support basic reporting and documentation to track service performance and customer experience outcomes.
Brand & Community Representation
- Represent The Kallang Group as a trusted national destination by embodying its values in every customer interaction.
- Support communication efforts that promote transparency, consistency and a positive service tone across channels.
Requirements
- Diploma or equivalent qualification in a relevant field.
- Up to 2 years of experience in customer service or frontline roles; fresh graduates are welcome (training provided).
- Comfortable working in frontline operations, including counter duties and shift work.
- Interest in service excellence and customer experience.
- Basic digital literacy (e.g. CRM systems, Microsoft Office).
- Positive attitude, good communication skills and willingness to learn.
Information
- If you are facing issues submitting your application through Linkedln, please email us your resume at [Confidential Information] with the job title.
- Only shortlisted candidates will be notified.
- The level of appointment will depend on the qualifications and experience of the candidate.
- For more information on The Kallang, refer to www.thekallang.com.sg
