Operations & Customer Experience Officer
Core
Manage customer enquiries, bookings, complaints, and guest assistance to ensure a smooth experience while supporting sales and upselling activities.
Role type
Customer Experience Officer
Builds
Guest experiences and customer satisfaction
Domain
Hospitality and entertainment
Deliverable
client delivery
Required skills
Customer service, conflict resolution, CRM management, booking support, upselling, communication
Preferred skills
Experience in hospitality/retail/events, CRM/database usage, fast-paced environment
Responsibilities
Respond to enquiries via WhatsApp, phone, email, and in person; assist with bookings and rescheduling; handle first-level complaints; record feedback in CRM; encourage reviews and referrals; submit daily/weekly reports; support sales and upselling activities.
Seniority
Individual Contributor
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