Customer Service Officer / Senior Customer Service Officer

Job Purpose

At AHG, we’re all about creating unforgettable experiences for every visitor. As our Customer Service Officer, you’ll be the face of our cultural spaces and helping shape exceptional moments across our dynamic venues. If you’re passionate about people and thrive in lively environments, we’d love to have you on our team!

• Opportunities for development and growth
• Medical, Dental and Insurance Benefit
• AWS [13 Month Bonus]
• Performance Bonus
• Annual Increment
• Flexible Cash Benefit [$400 / Annual]
• Overtime Payment

Duties and Responsibilities

• 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.

• 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.

• Conduct guided tours of AHG venues for the public.
• Support the Customer Service Manager in handling tour enquiries and scheduling.

• Investigate and resolve guest complaints and incidents, ensuring swift and effective resolutions.
• Enforce safety protocols and emergency evacuation procedures to maintain a secure environment

• 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 AHG venues as required.

• Support management in reviewing, updating, and establishing customer service SOPs and policies, both in-house and with external partners.

1. Educational qualifications

• Diploma or relevant qualifications with equivalent years of experience

1. Experience

• Minimum 3 years of experience in customer service or event management.
• Minimum 3 years of guided tour experience.

1. Specific skills required.

• Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partners
• Experience in leading public tours.
• 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.

• This is a 2-year contract position.
• Shift duties are required. Shift hours [Day or Afternoon shift] , Weekend/PH as well as irregular hours. [No graveyard shift involved]
• Experienced candidates may be considered for a higher position [ie: Customer Service Executive (Team Lead) role].