Career Opportunities.

 

Be a part of our vibrant team, and kickstart your career in the leisure and recreational industry! We invite citizens and permanent residents of Brunei Darussalam to apply for the following position:

  • We’re looking for a Customer Experience (CX) Lead to join the team!

    POSITION SUMMARY
    Lead and supervise the Customer Experience (CX) Team, ensuring exceptional service delivery and operational efficiency within our club—oversee daily operations, manage customer interactions and collaborate across departments to enhance member satisfaction and loyalty.

    KEY ROLES & RESPONSIBILITIES

    • Lead and supervise the CX team ensuring they deliver excellent customer service during their shifts or administrative hours.

    • Foster a positive work environment, provide guidance, and mentorship to CX staff to uphold service standards and achieve departmental goals.

    • Develop and produce monthly roster schedules for CX team members, ensuring coverage for all shifts and areas of responsibility.

    • Coordinate with the Human Resources Department for verification and approval by the General Manager to ensure adequate staffing and operational readiness.

    • Monitor CX team’s conduct, discipline, and punctuality, ensuring adherence to company policies, objectives, and facility rules and regulations.

    • Implement corrective actions as needed to maintain high standards of service and professionalism.

    • Ensure adherence to Standard Operating Procedures (SOPs) for event handling and customer experience protocols.

    • Collaborate with Operations & Administration Department to address facility management issues, including equipment breakdowns or maintenance needs, ensuring facilities are safe and operational.

    • Develop and maintain comprehensive Standard Operating Procedures (SOP) for customer experience operations.

    • Provide regular reports on incidents, and relevant matters to management, highlighting areas for improvement and operational efficiencies.

    • Work closely with Sales and Marketing Department to align service delivery with member expectations and promotional activities.

    • Propose and implement new club services aimed at enhancing customer experience and satisfaction.

    • Address and compile client complaints, ensuring prompt resolution and continuous improvement in service delivery.

    • Assist the Human Resources Department in hiring and interviewing candidates for CX support vacancies, ensuring recruitment aligns with club standards and staffing needs.

    • Adapt to additional duties or assignments as required by management to support overall club operations.

    REQUIREMENTS & KEY COMPETENCIES

    • Bachelor’s degree in Hospitality Management or any related field with 2 years of working experience, or Higher National Diploma with a minimum of 5 years of working experience.

    • Experience in the fitness and recreation industry will be an added advantage.

    • Strong leadership skills with the ability to motivate and develop a team.

    • Excellent communication and interpersonal skills with a customer-focused approach to problem-solving.

    • Good verbal communication skills in both English and Malay.

    • Strong organisational skills with the ability to manage multiple priorities and deadlines effectively.

    • Proficient in cash handling procedures, financial reporting and operational management.

    • Flexibility to work mornings, evenings, weekends, and holidays as required/scheduled.


    To apply, please send your CV and Cover Letter via this link https://careers.da.com.bn/job-invite/1187/ by 16th September 2024. Only shortlisted candidates will be contacted.