Customer Experience Ambassador (2-years Contract) Vacancies at HomeTeamNS

Job Info

Job Summary

As a Customer Experience Ambassador (CEA), you are tasked with making sure that the lobby, members lounge, function rooms – the place where members and guests first encounter the clubhouse runs smoothly and effectively. You will act as the ‘face’ of HomeTeamNS and ensure visitors receive a heart-warming welcome. This also means creating a pleasant experience for members and guests to ensure their return. A CEA is also knowledgeable about HomeTeamNS offerings and services to engage and delight visitors.

Member/Guest Engagement (Lobby & Members’ Lounge)

• Acknowledge every guest with a smile and a friendly greeting, using the member’s name when possible.
• Ensures that the lobby is kept clean and well-maintained. Interact with guests in the lobby and members in the lounge to answer their questions and ensuring they are kept well-informed.
• Provide courteous and efficient service and use tablet/self-help kiosk to assist customers with their enquiries.
• Answer any questions customers have about the clubhouse offerings and services and assist with directions with the clubhouse facilities, function rooms, and/or events held therein.
• Create a pleasant and inviting atmosphere in the clubhouse by looking for moments to delight and surprise members/children. 
• Develop a comprehensive knowledge of HomeTeamNS with emphasis on all marketing and promotional campaigns.

Call-Centre cum Live Chat

• Promptly Respond to Customer Queries -communicate with customers through phone, live chat or email to answer questions, understand their needs, solve problems, and/or troubleshoot where necessary.
• In addition to providing real-time support, a Customer Experience Ambassador will also thoroughly document each customer’s question or problem as well as the resulting answer or solution. This way, the staff can help improve the organization’s overall functionality and efficiency.
• To help customers as effectively as possible, CEAs must make an effort to remain up to date on all the products and services that their organization offers.
• Identify Possible Website Errors – the CEAs are often the first person that a customer will speak with. Because of that, they are the first people within their organization who will be alerted of website errors and other technical problems, and they must promptly report the issue to the relevant OICs to solve the problem as quickly as possible.

Requirements

• Good interpersonal and communication skills
• Confident, energetic & outgoing personality
• Exude warmth, approachable and proactive
• A team player with initiative and a strong sense of accountability
• Result-oriented, able to multi-task and committed to service excellence
• Proficient in Microsoft Office applications
• Able to work independently, as well as part of team in a fast-paced environment
• Willing to travel between clubhouses
• Diploma in Business / Hospitality / Customer Relationship Management preferred

*Note: Only shortlisted candidates will be notified*

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Company Description

Company Info

• Industry: Non-Profit Organisation / Social Services / NGO
• Registration No.: S91SS0103D
• Company Size: 51 - 200 Employees
• Average Processing Time: 22 days
• Benefits & Others: Education support, Miscellaneous allowance, Medical, Sports (e.g. Gym), Parking, Staff Discounts, Bonuses, subject to designation, regular hours, Monday-Friday, except for Operational Departments