Customer Support Executive

Job description:

Role Overview:

The Customer Support Executive is the first point of contact for guests and is responsible for delivering exceptional customer experiences through effective communication, timely support, and seamless coordination. The role focuses on understanding guest requirements, maintaining strong relationships, and ensuring smooth execution of bookings and events.

Key Responsibilities:

Customer Communication:

• Handle enquiries via phone, email, WhatsApp, and other channels with clarity and professionalism.
• Respond to all enquiries within the same working day.
• Provide accurate information on activities, events, birthdays, and corporate packages.
• Minimize missed calls and ensure timely follow-ups.

Guest Experience:

• Build positive relationships with guests and regular customers.
• Understand customer needs and recommend suitable experiences.
• Resolve concerns professionally and ensure customer satisfaction.

Coordination & CRM:

• Maintain accurate booking records, calendars, and CRM data.
• Coordinate with Events, Operations, Sports, and F&B teams for smooth execution.
• Ensure all stakeholders are informed of booking requirements and updates. Business Support
• Assist in converting enquiries into bookings through excellent customer service.
• Promote relevant activities, packages, and experiences where appropriate.

Qualifications & Experience:

• Graduate / Undergraduate with 13 years of experience in Customer Service, Guest Relations, Hospitality, or Front Office roles.
• Having Sales Experience is add an advantage.

Preferred Skills:

• Excellent communication and interpersonal skills.
• Customer-focused with a positive attitude.
• Strong coordination and teamwork abilities.
• Attention to detail and problem-solving skills.
• Ability to take initiative and multitask.
• Basic CRM and software knowledge preferred.

Success Measures:

• Customer Satisfaction
• Response Time
• Reduction in Missed Calls
• CRM Accuracy
• Enquiry-to-Booking Conversion
• Effective Cross-Department Coordination

Important Note:

• Candidates from any any industry can apply ( With Great Communication Skills)
• If you are interested, kindly share the resume to [email removed]

Benefits:

• Health insurance
• Incentives.
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person