The Customer Experience (CX) department seeks to provide the highest standards of service and ensure a welcoming, friendly, and safe environment is provided for all Esplanade’s customers.
The CXO will assists customers across multiple different channels, from box office/ ticketing, working with internal and external stakeholders to ensure the smooth running of front of house services during performances, event management as well as providing administrative support to the department.
We are looking for a Customer Experience Officer to assist customers across various channels, from box office/ ticketing, working with internal and external stakeholders to ensure the smooth running of front of house services during performances, event management as well as providing administrative support to the department.
KEY RESPONSIBILITIES
Provide and maintain standards of excellence in the following areas:
- Box office & Information counter
- Ticket sales administration
- Event configuration
- Ticket inventory management
- Group/ school booking
- VIP / donor / sponsor / artist booking
- Tours & general enquiries
- Manage patron enquiries via hotline
- Manage sale of SISTIC tickets and provide information on Esplanade / all enquiries at the counter.
- Manage Season Parking sign-up and renewal
- Balance sales reconciliation and change float.
- Assist with sign-ups, mall promotion redemptions, Lost & Found items.
- Liaise with SISTIC’s helpdesk for matters relating to ticketing matters.
EVENT CONFIGURATION & INVENTORY MANAGEMENT
- Process new event form received from Arts Marketing (AM) in a timely manner.
- Follow-up with relevant departments on synopsis, seat plan, various discounts, and concessions etc.
- Coordinate with Programming (PG) and Arts Marketing on ticketing requirements for Esplanade and Collaboration events are smooth.
- Provide support to Arts Marketing (AMS), Programming (PG), Relationship Management (RM) with regards to seat holds & ticket purchase for sponsors & partners.
- Process SISTIC event settlements.
- Manage house/ box seat for hirer events.
INTERNAL TICKET SYSTEM (ITS) / SCHOOL & GROUP BOOKING
- Manage & facilitate all ITS requests in a timely manner.
- Follow-up with internal departments regarding ITS matters.
- Manage & facilitate school / group bookings.
- Monitor payment deadlines and ticket fulfillment.
- Coordinate with internal departments on specific ticketing arrangements for Esplanade presents event.
SUPPORT OPERATIONS
- Assist in managing Foyerboard installations and flyer displays around the centre.
- Assist in logistic and Lost & Found management.
- Assist pre-show patron admission & ticket resolution at the venues.
- Manage patrons’ enquiries at the venues.
- Assist to ensure the proper upkeep and appearance of all public areas.
KEY REQUIREMENTS
- Diploma or relevant qualifications
- Diploma with at least 1-2 years of customer service
- Experience in cashiering, reservations, ticketing or handling point of sales activities is an advantage. Must be comfortable handling cash
- Customer service jobs or work experiences in arts and entertainment industry will be an advantage.
- Required to work shift hours
- Excellent customer services skills.
- Ability to manage patrons in a professional manner.
- Excellent interpersonal and communication skills.
- Possess emotional intelligence maturity and passion for customer service
- Ability to adapt and respond swiftly to challenges.
- Both a team player and able to work independently with minimum supervision.
- Ability to remain calm under pressure.
- Ability to multi-task
- Proficient in spoken English and a second language
- Proficient in Microsoft Office Applications (i.e. Microsoft Word, Excel and Powerpoint)
We invite you to email us at [email protected] with your resume and an indication of your current and expected salary if you are keen to join us as an Customer Experience Officer.
We will only notify shortlisted candidates for interview. We thank you for your interest in the position and in the Esplanade.
