Customer Support Executive

Job Title: Customer Support Executive
Location: Mukta A2 Cinema Ltd
Reports to: Customer Service Manager or Operations Manager

Key Responsibilities:

• Customer Inquiries and Support:
• Respond to customer inquiries via phone, email, social media, or in-person regarding movie schedules, ticketing, promotions, and general cinema information.
• Provide clear and accurate information about showtimes, movie details, booking procedures, and available services.
• Assist customers with online bookings, troubleshooting issues with the website or app, and guide them through the booking process.
• Issue Resolution:
• Handle customer complaints or concerns, ensuring issues are addressed and resolved promptly and effectively.
• Deal with any problems related to ticketing (e.g., refunds, exchanges) and coordinate with the appropriate departments to resolve issues.
• Ensure customer satisfaction by going the extra mile to provide assistance and solutions.
• Ticketing Support:
• Assist with ticket purchases, including both in-person at the box office and online platforms.
• Process refunds, exchanges, and any adjustments to bookings in accordance with cinema policies.
• Handle customer queries about pricing, loyalty programs, or special promotions.
• Customer Experience:
• Ensure customers have a seamless and positive experience from entry to exit, including guiding them to their theaters and assisting with seating arrangements if needed.
• Provide assistance in the event of technical difficulties during a screening or any other operational issues.
• Maintain a friendly and professional demeanor, reflecting the cinema’s commitment to customer service excellence.
• Feedback and Reporting:
• Collect customer feedback through surveys or direct communication to gauge satisfaction and identify areas for improvement.
• Report customer feedback, complaints, and recurring issues to management to help enhance service offerings.
• Keep accurate records of customer interactions, transactions, and resolutions.
• Promotions and Marketing Support:
• Promote upcoming movies, events, loyalty programs, and special offers to customers.
• Assist in organizing and executing promotional events or screenings.
• Collaboration with Other Departments:
• Work closely with the box office, concession, and operations teams to ensure a cohesive and efficient customer service experience.
• Coordinate with technical and operations staff to resolve any in-theater issues (e.g., audio or visual problems).

Qualifications and Skills:

• Prior experience in customer service or hospitality, preferably in a cinema, theater, or entertainment environment.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and handle customer complaints calmly and professionally.
• Basic knowledge of cinema operations, ticketing systems, and customer service platforms.
• Patience, empathy, and a problem-solving mindset.
• Ability to work flexible hours, including evenings, weekends, and holidays.

The Customer Support Executive plays a vital role in ensuring that customers have a positive, enjoyable experience at the cinema. This role requires a mix of strong customer service skills, problem-solving abilities, and knowledge of the cinema's operations to support both the company and its guests.

Job Type: Full-time

Pay: ₹10,000.00 - ₹12,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Work Location: In person