Customer Service Officer / Senior Customer Service Officer

Job PurposeAt 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!Benefit HighlightOpportunities for development and growthMedical, Dental and Insurance BenefitAWS [13 Month Bonus]Performance BonusAnnual IncrementFlexible Cash Benefit [$400 / Annual]Overtime PaymentDuties and ResponsibilitiesFrontline Customer ServicePerform 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.Venue Operations and Venue ManagementServe 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.Public Engagement and ToursConduct guided tours of AHG venues for the public. Support the Customer Service Manager in handling tour enquiries and scheduling.Safety and Conflict Resolution Investigate and resolve guest complaints and incidents, ensuring swift and effective resolutions.Enforce safety protocols and emergency evacuation procedures to maintain a secure environmentTeam Development and Staff Oversight 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.Strategic and Leadership ResponsibilitiesSupport management in reviewing, updating, and establishing customer service SOPs and policies, both in-house and with external partners.Requirements1. Educational qualificationsDiploma or relevant qualifications with equivalent years of experience 2. ExperienceMinimum 3 years of experience in customer service or event management.Minimum 3 years of guided tour experience.3. Specific skills required.Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partnersExperience in leading public tours.Effectively lead and manage casual staff, promoting teamwork, adaptability, and a customer-first mindset for efficient operationsStrong problem-solving skills to handle real-time operational challenges and customer complaintsExperience in venue operations, event coordination, and hospitality services preferredUnderstanding of safety and emergency procedures in public venuesAbility to multitask and remain composed under pressure in a fast-paced environmentProficiency in spoken and written English; fluency in a second language is preferredBasic proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with venue management systems is an advantage.Additional InformationThis is a 2-year contract position.Physically Fit - Clock Tower TourShift 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].