Customer Service Executive
Job Summary
The Customer Service Executive is responsible for managing customer feedback, coordinating with foodcourt tenants, and monitoring daily on-ground operations. The role focuses on maintaining high service standards, resolving operational issues, and ensuring a seamless guest experience. The position requires proactive communication to bridge the gap between customers, tenants, and management for continuous service improvement.
Responsibilities
- Manage customer feedback and complaints
- Coordinate operational matters with tenants
- Monitor foodcourt cleanliness and service quality
- Resolve operational and guest issues
- Maintain incident documentation and reporting
Required Skills
- 3+ years customer service experience
- Strong interpersonal skills
- Conflict resolution capabilities
- Professional communication
Job Details
Key Responsibilities:
1. Customer & Guest Handling: Attend to customer feedback and complaints in a prompt, professional, and empathetic manner, ensuring issues are resolved effectively to deliver a positive guest experience aligned with MBS service expectations.
2. Tenant Coordination: Liaise with foodcourt tenants on operational matters, including service standards, feedback follow-ups, and issue resolution, ensuring tenants uphold a consistent, customer-centric service approach.
3. On-Ground Operations: Monitor daily foodcourt operations to ensure cleanliness, service quality, and compliance with operational guidelines, maintaining an environment that reflects hospitality standards expected at Marina Bay Sands.
4. Problem Resolution: Investigate and resolve operational and customer-related issues proactively, coordinating with tenants and internal teams when necessary to ensure swift recovery and service excellence.
5. Communication: Act as the main point of contact between customers, tenants, and management to ensure smooth operations and a seamless guest journey across all touchpoints.
6. Reporting & Documentation: Record incidents, complaints, and feedback for tracking, analysis, and continuous service improvement. Contribute insights to improve processes and prevent recurring issues.
Requirements:
- Minimum 3 years of front-facing customer service experience (hospitality, F&B, or retail preferred)
- Strong interpersonal and communication skills
- Ability to handle customer complaints professionally
- Strong problem-solving and conflict resolution skills