Customer Experience Executive (Female)

Position: Customer Experience Executive (Female)
Location: Supergame, Karachi
Department: Customer Experience

Role Overview

The Guest Relations Executive is responsible for managing the customer experience at Supergame. The role focuses on interacting with guests, ensuring comfort during their visit, handling inquiries, and building relationships that turn first-time visitors into regular customers and members.

Key Responsibilities

• Welcome and attend walk-in customers and members on arrival
• Guide customers about games, pricing, memberships, and bookings
• Manage WhatsApp and call inquiries and convert leads into visits
• Follow up with past customers and inactive leads to encourage repeat visits
• Coordinate with the Brand & Growth Manager and CRM to handle leads and campaigns
• Assist customers during their stay and ensure a smooth experience
• Handle complaints politely and escalate when necessary
• Collect feedback and report customer preferences and concerns
• Maintain a friendly, comfortable and premium environment for guests

KPIs

• Lead response time
• Inquiry-to-visit conversion
• Repeat visit rate
• Membership enrollments
• Customer satisfaction feedback

Requirements

• Good communication and interpersonal skills
• Confident and presentable personality
• Ability to handle customers calmly and professionally
• Basic understanding of WhatsApp and phone handling
• Organized and attentive to detail

Objective

To ensure every visitor at Supergame feels welcomed, assisted, and valued, resulting in repeat visits, positive word-of-mouth, and long-term customer relationships.

Job Type: Full-time

Pay: Up to Rs100,000.00 per month

Work Location: In person