Customer Service Representative

Customer Service Representative (HyperSpace Parks)

About HyperSpace

HyperSpace designs, builds, and operates large-scale immersive entertainment venues – physical entertainment destinations for our increasingly-digital world. Our portfolio spans original brands, like our award-winning AYA Universe and House of Hype venues, alongside experiences built around third-party IP, with projects live and in development across the Middle East, US, Europe, and Asia. We are vertically integrated; The same team that dreams up a world figures out how to build it, then runs it. That means the work never stays theoretical, and moves quickly from design, through construction, to a fully-operational awe-inspiring immersive environment.

The Role

We’re looking for a dedicated and service-oriented Customer Service to support our parks operations and ensure smooth customer interactions behind the scenes. If you enjoy problem-solving, coordinating with teams, and delivering efficient solutions that enhance the customer experience, this role is for you.

• Deals with customer inquiry, suggestion, complaints and feedback via email, various social platforms and phone calls in a friendly, professional and positive manner.
• Listen, identify, support, and meet the needs of customers in the park.
• Take ownership of customer issues and ensure customer satisfaction by assessing their experience or feedback.
• Collaborate with the team to ensure customer service is being delivered effectively.
• Ensure to comply and follow the correct customer service escalation procedures.
• Develop a strong relationship with customers to ensure we receive positive feedback online.
• Making reservations via email or telephone for B2B/B2C customers based on their various requirements.
• Answer and provide support to customers who might need to change or cancel their booking reservation.
• Sorting out any issues that may arise with booking reservations in a positive and efficient manner.
• Ensure all reservations are captured into the system according to standard operating procedures.
• Ensure all files are accurate and up to date including booking information, schedule etc.
• Provide customer service and reservation support for HyperSpace Parks, ensuring consistent service quality across all locations.
• Working together with operations to create more efficient methods for addressing customer issues
• Monitoring customer satisfaction levels to provide exceptional service.
• Referring customers to superiors when an issue falls outside the scope of standard support procedures or requires higher-level authorization. 
• Providing comprehensive and clear explanations of our services or products is essential to ensure we have a thorough understanding of what we offer. 
• Provide exceptional customer service by not only addressing customers' immediate needs but also enhancing their overall experience through effective up-selling and cross-selling.

About You

• Previous call center experience and experience in hospitality, customer service, or a similar industry is an advantage.
• Fluent in both English and Arabic, with strong verbal communication skills.