Key Responsibilities
Visitor Experience Excellence
Deliver exceptional visitor experiences across all customer touchpoints.
Provide concierge-style assistance to local and international visitors.
Manage Information Kiosk and Switchboard enquiries professionally and efficiently.
Administer Gift Cards, Loyalty Programme enquiries and visitor services.
Resolve customer complaints and ensure communication loops are closed.
Customer Journey Ownership
Own assigned customer experience portfolios and visitor journeys.
Identify customer pain points and opportunities for improvement.
Recommend practical journey improvements.
Monitor customer experience standards.
Support implementation of the Visitor Experience Framework.
Customer Listening & Insights
Gather customer feedback through observation, engagement and research.
Analyze visitor trends and operational insights.
Translate customer feedback into meaningful business recommendations.
Represent the Voice of the Customer across cross-functional initiatives.
Customer Experience Improvement
Identify innovative opportunities to improve visitor experiences.
Support customer research, surveys and service improvement initiatives.
Recommend practical solutions that enhance operational excellence.
Participate in customer experience projects and continuous improvement programmes.
Stakeholder Collaboration
Collaborate with Marketing, Retail, Operations and external stakeholders.
Support precinct campaigns, activations and customer engagement initiatives.
Build positive relationships with tenants, visitors and internal teams.
Digital Customer Experience
Support digital customer engagement platforms.
Monitor customer information across digital and physical channels.
Ensure visitor information remains accurate and current.
Promote self-service customer solutions where appropriate.
Reporting & Operational Support
Capture and analyze customer insights.
Prepare reports and operational updates.
Monitor assigned customer experience portfolios.
Support data-driven decision-making through customer intelligence.
Minimum Requirements
Qualifications
Diploma or Degree in Customer Experience, Tourism Management, Hospitality Management, Marketing, Retail Management, or a related field.
Experience
Minimum 3 years' experience in Customer Experience, Customer Service, Tourism, Hospitality, Retail or another customer-facing environment.
Experience working in a fast-paced, service-driven environment.
Experience engaging with diverse customer groups.
Experience handling customer enquiries and complaint resolution.