Customer Service & Operations Officer

Join us as a Customer Service & Operations Officer and be part of our dynamic team!

• 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)

• 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