[Hiring] Technical Support & Guest Experience Specialist @Immersive Group Gaming Inc

Role Description

We’re hiring a passionate, proactive & customer service focused VOC Specialist to oversee inbound venue issues, customer tickets and operational tasks. You’ll run support operations whilst driving guest experience. If you thrive in fast paced environments and have a passion for excellent support, this is for you.

Qualifications

• 2+ years as a support agent or specialist in hospitality or entertainment.
• Hands on support style and customer centric approach.
• Experience with technical and/or operational support or troubleshooting.
• Experience within guest experiences.

Requirements

• Lead the first-line of proactive support for technical & operational queries from our venues and simultaneously handle inbound customer communications.
• Prioritise queries in accordance to importance and impact to our venues and guests.
• Follow troubleshooting procedures to reinforce consistent customer service across the fleet using a knowledge base of solutions used to tackle various tickets.
• Adhere to targets on inbound communications for response & resolution times, and customer satisfaction, whilst keeping the quality delivery high.
• Helping guests with FAQs and their bookings, whilst promoting the experience.
• Completing additional operational tasks with appropriate training.

Benefits

• Paid vacation and holidays
• Mental health support through our Employee Assistance Program
• Employee discounts through LifeMart
• Fast paced, high energy work culture