Customer Experience Officer

The Esplanade Co Ltd

Customer Experience Officer

The Esplanade Co Ltd

Job Nature: Permanent

Position Level: Entry Level, Experienced

Job Category: Customer Service, Hotels/Integrated Resorts, Music/Theatre/Dance, Travel/Tourism

Qualification: Diploma

Salary: Login to view

We are looking for a Customer Experience Officer to oversee venue operations and event management to ensure the smooth running of front-of-house services with the objective of providing service standards that will position us as a world leader.



As a Customer Experience Officer you will be responsible for the following:

  • Proper upkeep and appearance of all public areas.
  • Ensure safety measures and emergency evaluation guidelines are adhered to and that our customers stay safe
  • Conduct tours and training sessions/workshops for casuals
  • Manage patrons’ enquiries via general hotline
  • Manage and supervise casual staff during performances and events when working as a venue officer and/or as & when required.
  • Manage sale, collection, replacement or exchange of SISTIC tickets and provide information on Esplanade/all enquiries at the information counter
  • Assist Head, Ticketing and Customer Experience Manager in managing daily Box Office / Ticketing operations
  • Compile ticket sales report and daily sales update
  • Liaise with Groups and manage the processing of tickets for bulk booking
  • Coordinate with SISTIC’s helpdesk for matters relating to tickets sold by SISTIC outlets
  • Assist with sign-ups, membership card issuance and other tasks associated with card membership
  • Manage Usher Registration System (URS) & Manpower Requests including monthly posting of events, calendar reviews and assist with manpower requirements and costs.
  • Update the Customer Relationship Management (CRM) and draft responses to customers’ feedback


  • Diploma or relevant qualifications with equivalent years of experience
  • 3 years of working experience in customer service
  • Required to work irregular / shift hours
  • Excellent customer service skills
  • Proficient in English and a second language
  • Excellent interpersonal and communication skills
  • Aptitude in resolving issues with a customer-focused orientation
  • Ability to multi-task
  • Proficient in Microsoft Office applications
  • Able to work independently with minimum supervision

This is a shift position with a 5-day work week (the 2 rest days are not necessarily on weekends but are rostered on a rotational basis).


We invite you to email your resume to [Click Here to Email Your Resume] with an indication of your current and expected salary if you are keen to join us as a Customer Experience Officer. Only shortlisted candidates will be notified.  We thank you for your interest in the position and in the Esplanade.

Company Overview

Esplanade – Theatres on the Bay is one of the world's busiest arts centres and it officially opened on 12 October 2002. This architectural icon with its distinctive twin shells, is sited within Singapore's civic district, just by Marina Bay at the mouth of the Singapore River. Esplanade aims to be a performing arts centre for everyone. Its programmes cater to diverse audiences and the line-up spans all genres to encompass music, dance, theatre and visual arts, with a special emphasis on Asian... Learn More

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