Guest Experience Officer (Contact Centre), Park Operations

About Mandai Wildlife Group

Mandai Wildlife Group manages the Mandai Wildlife Reserve, a premier wildlife and nature destination in Singapore featuring renowned wildlife parks. The group is currently leading an exciting redevelopment initiative that will seamlessly connect five unique wildlife parks, create immersive nature-based experiences, introduce green public spaces, and develop an eco-friendly resort adjacent to Singapore’s Central Catchment Nature Reserve.

Key Responsibilities

• Acquire and maintain comprehensive knowledge of all parks within the reserve.
• Efficiently handle guest inquiries and feedback across multiple communication channels such as emails, phone calls, live chat, and social media, adhering to defined service level agreements.
• Identify problems and escalate cases, providing appropriate solutions when necessary.
• Deliver high-quality and consistent responses to guests to uphold service standards.
• Collaborate closely with various departments and stakeholders within the group to enhance guest satisfaction.
• Report significant feedback to management and coordinate with relevant teams to implement effective solutions.
• Manage staff scheduling and training activities.
• Address challenging situations requiring innovative problem-solving skills.
• Assist in preparing monthly reports and updating Standard Operating Procedures (SOPs).
• Support additional projects for the Guest Experience Management team as needed.

Qualifications and Requirements

• Possess a minimum diploma qualification.
• Have at least one year of relevant experience in a related role.
• Exhibit strong interpersonal and communication abilities.
• Proficiency in additional languages such as Mandarin, Tamil, Hindi, Japanese, or Korean is a plus due to diverse guest enquiries.
• Customer service experience is preferred.
• Demonstrate adaptability and quick thinking to perform effectively in a fast-moving environment.
• Be a collaborative team player and capable of working independently when necessary.
• Availability to work during weekends and public holidays is required.