Customer Service Executive – VIP Lounge & Operations

About the role

The role involves assisting guests with enquiries in person, via phone and email, facilitating check‑in for VIP and premium guests, supervising Customer Service Officers, and covering ticketing and operations supervisor duties.

Key responsibilities

• Roster Customer Service Officers for their shift duties.
• Supervise CSOs to ensure proper performance of duties.
• Handle all customer service email correspondence.
• Ensure smooth operations of the VIP Lounge.
• Manage guest feedback received in person, by call or email.
• Collate compliments, complaints and feedback statistics into monthly reports.
• Perform rotating shift work as required.
• Cover Operations and Ticketing Supervisor roles when needed.
• Conduct performance appraisals for Customer Service Officers.
• Carry out any other duties assigned by superiors.

Required profile

• GCE ‘O’ or ‘A’ Levels or equivalent qualification.
• Minimum 3 years of relevant experience in a similar customer service role.
• Excellent communication and interpersonal skills.
• Pleasant and outgoing disposition.
• Proficient in MS Office and Internet usage.

Required skills

• MS Office
• Internet