Reporting to the Operations Manager, the Customer Service & Operations Officer is responsible for ensuring the readiness of the call centre to support business operations. Key objectives include smooth daily operations of call centre as well as enhancing operational efficiency and customer experience. The successful candidate must be operationally hands-on, organized, highly motivated and able to work with a disciplined approach towards managing people and work.

Job Description

Call Centre Support

• You are the face of the company and first point of contact for the customer.

• Lead and supervise a group of customer service assistants to maintain service levels and achieve targets assigned

• Monitor staff attendance and ensure Call Centre Service Levels are achieved

• Conduct briefing for staff and update event information to ensure staff are updated of correct information to inform customers

• Conduct website testing for events starting sales

• Handle and follow up on open and escalated cases in a timely manner

• Answering of multiple hotlines (including ticketing, helpdesk, corporate booking) and outbound calls for cancelled/ postponed shows

• Monitor live chat for SISTIC Live stream events

• Deliver an enjoyable and smooth experience for our customers via customer emails, live chat requests and social media enquiries

• Handle escalated customer complaints

• Provide feedback to further enhance existing processes to improve the customer experience

• Other Administrative duties e.g.: endorse timesheet, follow ups on double bookings etc

• Other ad-hoc duties assigned by your reporting supervisors

Box Office Support

• Answering helpdesk calls from agents and staff

• Manage brochure and ticket stock replenishment from agents

• Troubleshoot and conduct authorised agent’s printer maintenance

• Ticket fulfilment duties (ticket printing, delivery arrangement, follow ups on bounced mails)

• Set up and perform venue ticket sales and collections

• Perform the role of supervisor to ensure smooth operations at venue sales

• Daily reconciliation of ticket sales