Customer Service Officer

7 months ago

Lower Parel Mumbai Maharashtra, India Assignedge Network Pvt Ltd Full time

**Job Title: Customer Service Officer**

**We are seeking a dedicated and customer-focused Customer Service Officer to join our team. The Customer Service Officer plays a key role in ensuring our customers receive excellent service and assistance. This position involves interacting with customers through various channels to address inquiries, resolve issues, and maintain a high level of customer satisfaction.**

**Key Responsibilities**:

- Guest experience and visitor engagement service enhancement
- Facility & Exhibit area Management
- Staff Planning & Management
- Conducting scheduled Schools, Events & Workshops
- Manage Safety / Security
- Visitor Analytics and Feedback
- Interacting with guests (adults and children) to confirm excellent experiences.
- Oversight of the museum’s front line staff; such as Museum Experience Associates, Receptionist, event coordinators including hiring, training, hands on supervision in providing exceptional customer service to visitors.
- Assigning breaks, lunches and duties to the Floor, Entrance and Volunteer staff.
- Taking the lead in emergency situations and safety issues.
- Ensures the museum’s safety and security, and cleaning/sanitizing procedures are communicated to and followed by Floor Staff.
- Serves as the Floor Manager when the museum is open to the public.
- Leads and/or participates in internal meetings to support the needs of specific audiences, such as school/camp groups and special needs.
- Stay updated with current trends in museum engagement and incorporate innovative technologies and techniques into programs.
- The Manager should supervise and oversee operations at reception, ticketing, exhibit floors & all other relevant areas to ensure efficient functioning.
- Overseeing and assisting Floor staff in maintaining opening and closing standards.
- Overseeing and assisting Floor staff in maintaining open hour’s standards.
- Updating all cleanliness standards as needed based on changes to the museum and/or its procedures.
- Conducting regular facility rounds to identify any maintenance or operational issues
- Oversee the maintenance and upkeep of exhibits and play areas with the Facilities Manager to ensure they are safe, functional, and engaging.
- Maintaining checklists to ensure that all necessary tasks are completed and nothing is overlooked.
- Reporting issues or concerns to relevant personnel and ensuring they are addressed promptly.
- Following up on the resolution process to ensure timely completion.
- Maintaining various records, formats, and documentation related to operations, inventory, and events.
- Plan and execute the installation and dismantling of temporary and permanent exhibits.
- The manager should able to train, and manage a team of staff, including educators, associates and front-line personnel.
- Provide guidance to staff on effective communication with children, engaging teaching techniques, and ensuring a safe environment.
- Scheduling and managing staff shifts, leaves, and work-offs
- Conducting zone-wise briefings to update facilitators & Staff on required information.
- Ensuring proper procedures are followed during opening and closing times by the staff of that particular area
- Conducting daily meetings with the operations staff and related departments to discuss performance, feedback, expectations, and action plans.
- Ensuring facilitators adhere to grooming standards.
- Coordinate with various museum departments, such as marketing, operations, and education, to ensure a cohesive and coordinated visitor experience.
- Managing entries and logistics for school groups, parties, and other events.
- Conducting scheduled educational programs, workshops, or demonstrations that align with the organization's mission and educational goals.
- Manage groups of children from schools, birthday parties and other special activities.
- Provide a safe environment for all guests, specifically for the children.
- Communicate any safety/ performance issues regarding exhibits components
- Assist guests in case of an incident or an emergency situation
- Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed

**Salary**: ₹40,000.00 - ₹65,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 5 years (required)
- Customer service: 5 years (required)

**Language**:

- Fluent English (required)

**Speak with the employer**
+91 9920501049

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