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Customer Service Representative

2 weeks ago

Chennai Tamil Nadu, India PVRINOX Limited Full time

**Job Title**: Entertainment Service Provider (Cinema)

**Department**: Operations / Customer Service

**Reports To**: Cinema Manager / Operations Manager

**Job Purpose**:
The **Entertainment Service Provider** in a cinema is responsible for enhancing the overall movie-going experience for customers by ensuring seamless entertainment delivery, coordinating special screenings, providing outstanding customer service, and maintaining high operational standards. This role involves managing in-theater experiences, coordinating events, and supporting the cinema's entertainment offerings to maximize customer satisfaction.

**Key Responsibilities**:

- **Customer Experience & Service**:

- Provide exceptional customer service, ensuring a positive and memorable movie-going experience for all patrons.
- Assist customers with movie inquiries, ticket purchases, seating arrangements, and any special requests.
- Handle customer complaints or concerns promptly and professionally, offering solutions or escalating issues when necessary.
- Ensure that customers are satisfied with their cinema experience, including comfort, cleanliness, and technical aspects of the screening.
- **Event Coordination & Programming**:

- Coordinate special events and screenings (e.g., film festivals, premieres, Q&A sessions with filmmakers, and themed events).
- Work closely with the cinema manager to schedule and promote special screenings, including coordinating the technical requirements for these events (e.g., AV setup, timing).
- Assist with the marketing and promotion of upcoming screenings, events, and offers through in-house displays, social media, and customer outreach.
- Organize and support interactive events like fan meetups, costume contests, or special features that enhance the cinematic experience.
- **Operational Support**:

- Ensure that all screenings start on time and run smoothly, coordinating with projectionists, staff, and technical teams.
- Oversee the preparation and functionality of cinema screens, sound systems, and projectors to ensure optimal presentation quality.
- Monitor cinema facilities to ensure cleanliness and safety before, during, and after each screening.
- Assist with crowd control during high-traffic events, including managing lines and seating arrangements
- **Customer Loyalty & Engagement**:

- Engage with patrons and encourage participation in loyalty programs, memberships, and cinema promotions.
- Collect and respond to customer feedback to continuously improve services and entertainment offerings.
- Promote the cinema's value-added services (e.g., loyalty programs, premium seating, or group bookings) to enhance the customer experience.
- **Team Collaboration & Training**:

- Work closely with cinema staff to deliver high-quality service, assisting with the training of new employees in customer service protocols, event coordination, and operational procedures.
- Foster a team environment by collaborating with all departments, including ticketing, concessions, and security, to ensure a smooth customer journey from entry to exit.
- Assist the cinema manager in maintaining an organized and motivated team to meet customer expectations and operational goals.

**Qualifications**:

- **Education**: High school diploma or equivalent required. A degree in Event Management, Hospitality, or a related field is a plus.
- **Experience**: Previous experience in customer service, event coordination, or entertainment services within a cinema or similar venue is highly desirable.
- **Skills**:

- Exceptional communication and customer service skills.
- Strong organizational and multitasking abilities to manage multiple events and customer needs.
- Ability to work well under pressure and handle challenging situations calmly.
- Basic technical knowledge of cinema equipment (e.g., projectors, sound systems) and troubleshooting.
- Knowledge of cinema operations and trends in the entertainment industry.

**Personal Attributes**:

- Friendly, approachable, and customer-focused.
- Passionate about film and cinema culture.
- Detail-oriented with strong problem-solving skills.
- Flexible and adaptable to changing schedules, particularly during busy screenings or special events.
- A team player with excellent interpersonal skills.

**Working Conditions**:

- Work hours will include evenings, weekends, and holidays, depending on cinema screening schedules and special events.
- The role may require standing for extended periods and assisting with the physical setup of events.
- The job may involve handling high-pressure situations during popular movie releases, festivals, or special screenings.

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹9,369.13 - ₹20,000.00 per month

**Benefits**:

- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Morning shift
- Night shift
- Weekend availability

Supplemental Pay:

- Performance bonus

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