Overview
Customer Service & Operations Officer Jobs in Singapore, Singapore at SISTIC Singapore
Title: Customer Service & Operations Officer
Company: SISTIC Singapore
Location: Singapore, Singapore
Passionate about the arts and entertainment industry?
Join us as a Customer Service & Operations Officer and be part of our dynamic team!
Call Centre Support
- 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)
Box Office Support
- 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
