Customer Experience Agent

Roles and Responsibilities

• To deliver world-class customer service to all audience members, guests, internal and all other external clients of Dubai Opera, by greeting, offering directions, and answering enquiries.
• Proactively promote the full range of Dubai Opera experiences available to customers, audience members, guests, and clients.
• To enforce Dubai Opera policies that relate to the auditorium/theatre, lobby, health & fire safety, building security, and FOH services.
• Ensure the safety of the audience during performances and events.
• Supervise and oversee designated areas within Dubai Opera, ensuring ushers are in their correct positions for opening the house/events.
• Make regular checks on the general tidiness of Dubai Opera, and report any general problems to the appropriate FOH Manager/Duty Manager.
• To complete all FOH paperwork and file accordingly.
• Deal with customer complaints and resolve issues efficiently in a professional manner, escalating issues where necessary to the FOH Manager or Deputy FOH Manager.
• To immediately report and take a lead on any accident or incident ensuring appropriate policies and procedures are followed.
• Be well-groomed and wear the Dubai Opera uniform at all times.
• To attend regular FOH meetings and Usher meetings, also attend daily briefings and any handover meetings deemed necessary.
• To act always in the best interest of Dubai Opera.
• Undertake any other associated reasonable duties and tasks as directed by the Front of House Manager / Deputy Front of House Manager.
• Support in the delivering of training to new joiners and casual staff.
• Conduct venue tours as and when required by the Deputy FOH Managers or the FOH Manager.
• Responsible for the management of the uniforms, overseeing the collection and deliveries from the cleaning company, monitoring the condition of the uniforms, and reporting any defects to the Deputy FOH Manager and reconciling invoices to delivery notes.
• Completing briefing sheets for Dubai Opera Team.
• Completing all registration/checklist forms for each performance.
• Handling of the casual staff, by supporting the FOH Manager/Deputy FOH Manager with rostering, confirmation of the rosters, and ensuring timesheets are completed.
• Answer all customer contact forms related to FOH.
• To support the ushers in answering Dubai Opera calls.

Qualifications, Experience & Skills

Minimum of two years customer service experience with one year in a supervisory role.

Job-Specific Knowledge & Skills

• The ability to stay calm under pressure.
• Experience of leading a team of staff.
• Efficient and well-organized.
• Excellent communication skills.
• Outgoing personality and an ability to read body language.
• Team player and able to work with different nationalities and cultures.
• Ability to follow instructions and give basic instructions.
• Experience in a fast-paced environment.
• Ability to stand for long periods of time.
• An interest in the arts and an enthusiasm for working in a socially engaged and culturally diverse environment.
• Flexibility to work irregular hours as the job demands, willing to work shifts, as required including weekends and public holidays.

Desired Candidate Profile

Customer experience (CX) refers to the overall perception a customer has of a brand or business based on their interactions across various touchpoints. Here are some key aspects of customer experience:

1. Personalization: Tailoring services and communications to meet individual customer needs and preferences.

2. Consistency: Ensuring a uniform experience across all channels, whether in-person, online, or via customer service.

3. Communication: Maintaining clear, transparent, and timely communication with customers throughout their journey.

4. Feedback: Actively seeking and responding to customer feedback to improve products and services.

5. Accessibility: Making it easy for customers to reach out for support or inquiries through various channels (phone, email, chat, etc.).

6. Empathy: Understanding and addressing customer emotions and concerns to foster a deeper connection.

7. Quality of Service: Providing high-quality products and services that meet or exceed customer expectations.

8. Employee Engagement: Empowering employees to deliver exceptional service, as their satisfaction often translates to better customer interactions.

9. Journey Mapping: Analyzing the customer journey to identify pain points and areas for improvement.

10. Technology Utilization: Leveraging technology (like CRM systems) to enhance customer interactions and streamline processes.