Customer Service Officer (Public Mass Segment -Gen Y/Z)

Job Summary

Major Tasks

• Uplifts overall customer satisfaction and ensures excellent performance in relationship-building and customer retention.
1. Handles day-to-day customer feedback and adheres to the service pledge.
2. Enhances service quality and operational efficiency in line with the Club's policies and standards.
3. Provides and processes information in response to customers' inquiries, concerns, and requests.
4. Identifies, handles, and monitors the resolution of customer issues via email, work phone, hotline, and front-line service.
• Develops and maintains relationships with customers through customer relations and retention activities.
• Provides dedicated customer service and implements on-site promotions/events when needed in assigned venues during racedays.
• Fosters good relationships with customers and internal departments, such as Catering and other service teams, to deliver the best customer experience on-site.
• Performs general marketing administrative duties such as invoice processing, data entry, market research, program clipping, meeting preparation, and reporting.
• Follows through all back-office administration tasks and preparation work to ensure smooth service delivery.
• Works with various departments on program execution at assigned venues or operational functions.
• Trains and coaches the part-time Customer Services Assistants.
• Provides quality services to customers with the part-time team.
• Leads the part-time team to achieve performance targets and business results.
• Ensures compliance with the Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses.
• Undertakes other duties as assigned by the Line Manager.

Education

Qualifications

Experience