Job Description

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