Guest Experience Officer – Contact Centre (Park Operations)

About the role

Join Mandai Wildlife Group as a Guest Experience Officer in the Contact Centre, supporting the park operations team. You will be the first point of contact for visitors, handling enquiries and feedback across multiple channels while ensuring a memorable wildlife experience.

Key responsibilities

• Maintain thorough knowledge of all parks and provide accurate information to guests.
• Manage guest enquiries and feedback via email, phone, live‑chat and social media within defined service level agreements.
• Identify and resolve issues, escalating complex cases when necessary.
• Deliver high‑quality, consistent responses that uphold service standards.
• Collaborate with internal departments to improve overall guest satisfaction.
• Report key feedback to management and work with teams to implement solutions.
• Handle staff rostering, training and support day‑to‑day operations.
• Prepare monthly reports and update standard operating procedures.
• Assist with ad‑hoc projects for the Guest Experience Management team.

Required profile

• Minimum Diploma qualification.
• At least 1 year of relevant customer‑service experience.
• Strong interpersonal and communication abilities.
• Ability to work weekends and public holidays.
• Comfortable working both independently and as part of a team.

Required skills

What we offer

• Opportunity to work in a unique wildlife and nature destination.
• Dynamic, fast‑paced environment with room for growth.