Assistant, Customer Experience (Casual)

The Assistant, Customer Experience (Casual) supports the Customer Experience team in creating a positive experience for our audiences. The role involves assisting with customer enquiries, ticketing transactions and day-to-day operations across various communication channels and at the box office.

Key Responsibilities:

Deliver excellent customer service through email, telephone, WhatsApp, and face-to-face interactions in a professional, courteous, and timely manner.

Respond to customer enquiries relating to concerts, events, ticket purchases, ticketing policies, Friends memberships, Season Passes, and other audience services.

Process ticket sales, exchanges, refunds, and other ticketing transactions accurately and in accordance with established policies and procedures.

Assist customers with ticket purchases and enquiries at the box office, ensuring a positive and welcoming experience.

Monitor and respond to enquiries received through shared communication channels, including email and WhatsApp.

Perform administrative duties such as data entry, record updates, and maintaining accurate customer records.

Escalate complex customer issues or exceptional requests to the Customer Experience team when necessary.

Support the team with day-to-day operational and administrative tasks, including coverage during peak periods and staff leave.

Undertake any other duties as assigned.

Requirements

GCE 'O' Level, NITEC, Diploma or equivalent qualification.

Good verbal and written communication skills with strong interpersonal abilities.

Customer-focused with a friendly, professional, and service-oriented attitude.

Comfortable interacting with customers via email, telephone, WhatsApp, and face-to-face.

Able to work independently while following established procedures and service standards.

Basic computer literacy and proficiency in Microsoft Office applications.

Prior experience in customer service, hospitality, retail, ticketing, or a similar customer-facing role will be an advantage.

Able to work evenings, weekends, and public holidays on a rostered basis.

This position is paid hourly at $15/hour, subject to roster requirements.