Go City ® – Customer & Partner Experience Specialist

Company
Go City ®
gocity.com
Designation
Customer & Partner Experience Specialist
Date Listed
12 May 2022
Job Type
Entry Level / Junior Executive
Full/PermFree/ProjIntern/TS
Job Period
Immediate Start, For At Least 6 Months
Profession
Customer Service / Communications
Industry
Retail / eCommerce
Location Name
71 Robinson Road, Singapore
Work from Home
Address
71 Robinson Rd, Singapore 068895
Map
Allowance / Remuneration
$2,400 - 3,000 monthly
Company Profile

Go City is the largest multi-attraction pass business in the world, operating in 35+ cities, 17 countries and 5 continents. Our growing teams in London, Boston, New York and Singapore help millions of sightseers enjoy new cities, discovering incredible attractions, tours, experiences, activities whilst making great savings. In the past two years, the business has seen rapid growth in demand for the product across US and Europe. Sightseers love the budget certainty, greater choice, on-the-ground flexibility and overall value our multi-attraction passes deliver. Our products include The London Pass® and New York Pass® 

Go City is expanding into Asia, and through our marketing and customer acquisition of APAC-region customers travelling globally. We’re looking for an entrepreneurial marketing talents to join the Singapore team and play a key role in this rapid, exciting expansion.

Job Description

Customer & Partner Experience Specialist:

  • Full time 1-year contract
  • Permanent
  • Singapore-based
  • Reports to Snr. Manager, Customer & Partner Experience

This role will assist the Customer & Partner Experience team in the following aspects:

Customer Experience Responsibilities:

  • Resolve customer enquiries in a timely manner on all channels including email and other social messaging mobile applications
  • Escalate customer refund requests and issues to the relevant teams efficiently to improve customer’s brand loyalty 
  • Own each customer case from initial contact to completion in a brand professional tone to guarantee customer satisfaction 
  • Record all customer enquiries and feedback in an organised and effective manner to assist in continuous improvement on customer experience
  • Work alongside the team and line manager to design customer data analytical charts for Management perusal

Partner Experience Responsibilities:

  • Set up and maintain a database of attraction partners in various systems / touchpoints in accordance with company SOPs
  • Collaborate with other team members to proof-read attraction partner’s system setup to ensure 100% accuracy
  • Provide top notch support to attraction partners by responding to enquiries in a timely and professional manner (e.g. manual transactions / login support)
  • Assist Regional Directors / Destination Managers in launch of new Go-to-Market city roll outs, as well as onboarding of attraction partners
  • Monthly finance reconciliation with the attraction partners for sign-off, and to flag any necessary escalations to line manager

Other Task(s):

  • Other tasks as delegated by Snr Customer & Partner Experience Manager (but within scope of role and responsibilities)

Required Skills and Personality Traits:

  • Diploma or Degree from any field – fresh grads are welcome!
  • Passionate about travel and unlocking new places of interest
  • Passionate about achieving excellent customer and partner satisfaction
  • Comfortable using various social messaging platforms to reach a wide customer profile base
  • Natural at prioritising tasks and working under strict timelines 
  • Enjoy building positive relationships with customers and external stakeholders, and have experience working remotely
  • Essential language competencies in English, Mandarin and Korean / Japanese
  • Data analytical skills, with Tableau experience a good-to-have but not essential
  • 5-day shift work between 10am to 7pm for either 1) Wednesday to Sunday or 2) Friday to Tuesday
  • Singaporeans / Singapore PRs only
Application Instructions
Please apply for this position by submitting your text CV using InternSG.
Kindly note that only shortlisted candidates will be notified.

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