Customer Experience Officer

The Esplanade Co Ltd| Date Posted: 22-Aug-2019
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Job Nature:
Position Level:
Entry Level, Experienced
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, Diploma

Job Description

We are looking for a Customer Experience Officer to oversee venue operations and event management to ensure the smooth running of front-of-house services with the objective of providing service standards that will position us as a world leader.



As a Customer Experience Officer you will be responsible for the following:

  • Proper upkeep and appearance of all public areas.
  • Ensure safety measures and emergency evaluation guidelines are adhered to and that our customers stay safe
  • Conduct tours and training sessions/workshops for casuals
  • Manage patrons’ enquiries via general hotline
  • Manage and supervise casual staff during performances and events when working as a venue officer and/or as & when required.
  • Manage sale, collection, replacement or exchange of SISTIC tickets and provide information on Esplanade/all enquiries at the information counter
  • Assist Head, Ticketing and Customer Experience Manager in managing daily Box Office / Ticketing operations
  • Compile ticket sales report and daily sales update
  • Liaise with Groups and manage the processing of tickets for bulk booking
  • Coordinate with SISTIC’s helpdesk for matters relating to tickets sold by SISTIC outlets
  • Assist with sign-ups, membership card issuance and other tasks associated with card membership
  • Manage Usher Registration System (URS) & Manpower Requests including monthly posting of events, calendar reviews and assist with manpower requirements and costs.
  • Update the Customer Relationship Management (CRM) and draft responses to customers’ feedback


  • Diploma or relevant qualifications with equivalent years of experience
  • 3 years of working experience in customer service
  • Required to work irregular / shift hours
  • Excellent customer service skills
  • Proficient in English and a second language
  • Excellent interpersonal and communication skills
  • Aptitude in resolving issues with a customer-focused orientation
  • Ability to multi-task
  • Proficient in Microsoft Office applications
  • Able to work independently with minimum supervision

This is a shift position with a 5-day work week (the 2 rest days are not necessarily on weekends but are rostered on a rotational basis).


We invite you to email your resume to [Click Here to Email Your Resume] with an indication of your current and expected salary if you are keen to join us as a Customer Experience Officer. Only shortlisted candidates will be notified.  We thank you for your interest in the position and in the Esplanade.

Company Overview
The Esplanade Co Ltd