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Customer Experience Officer

Posted on 23-11-2021

  • Deliver exceed expectations Customer Experience including both online and offline, individual and groups (customer satisfaction%):
    • Maintain daily operation of EE at scheduled times and ensure high level of service standards are maintained throughout the service providing outstanding levels of customer care and satisfaction
    • Work with Business Development Officer for group bookings service delivery
    • Work with BD/Event team on venue arrangement and crowd control
    • Understand our customers
    • Update management on operational incident and support Head of EE on crisis management
  • Pre tour
    • All kinds of Inquiries (waiting time, quality of response, responsiveness)
    • Handle daily bookings and cash operations accordance with procedure (accuracy and compliance)
    • Prepare customer upon arrival
  • Onsite operations
    • Greet and brief (helpfulness, pleasant)
    • Handle complaints and make decision as appropriate
  • Post tour
    • Provide receipt and thank you message
    • Upsell opportunities
  • Maximize customer lifetime value to the company ($ generated per customer)
    • Propose and implement upsell / cross sell opportunities
  • Support Cash/Inventory management and control at EE
    • Handle daily cash collected at Café according to SOP (accuracy and on time )
    • Manage and reorder merchandize and café items according to sales record and safety levels
  • Manage and ensure EE facility (light/dark) is fully operational, clean and tidy for an outstanding customer experience
  • Support supervisor and submit all reports to management on time (accuracy, on time)
    • Daily/monthly sales and merchandise report
    • Post tour survey monthly report
    • Petty cash and expense monthly report
    • Annual statistics report
  • Assist and support ad hoc projects as assigned
  • Higher Diploma or above in any discipline
  • Detail minded and patient 
  • Customer oriented, hardworking, responsible, self-motivated and be a good team player
  • Be able to speak Cantonese and English
Interested parties please send your CV to