Company Description
Escape The Room is a leading brand in the entertainment industry, with over 17 branches across the Middle East. Since its establishment in 2015, the company has been combining engineering and innovative entertainment concepts to create unique and engaging experiences. Escape The Room specializes in developing customizable entertainment challenges for events of all kinds, catering to people of all ages. As the pioneer in crafting immersive experiences, the company remains committed to collaborating with diverse sectors to deliver top-tier entertainment solutions. Their mission, "We literally make entertainment," encapsulates their dedication to innovation and excitement.
Role Description
This is a full-time, on-site Customer Service Representative position located in Amman. The role involves welcoming guests to the venue, providing excellent customer support, addressing any questions or concerns, and ensuring that each guest has a memorable and enjoyable experience. Responsibilities include assisting with booking inquiries, maintaining a professional and friendly demeanor, and handling feedback to ensure high levels of customer satisfaction. The Customer Service Representative will act as the main point of contact for guests and ensure smooth and efficient operations at the venue.
Key Responsibilities
-Ensure the branch is fully prepared for daily operations, including equipment and overall readiness.
-Manage and confirm customer reservations and schedules.
-Handle customer inquiries in person.
-Deliver a high-quality customer experience from arrival to departure.
-Coordinate with internal teams to ensure smooth service delivery.
-Process payments, manage billing, and maintain accurate records.
-Monitor and maintain the cleanliness and organization of the customer areas.
-Support marketing and promotional activities when needed.
-Collect and report customer feedback to improve service quality.
-Assist in managing events, group bookings, and special occasions.
-Maintain and update internal reports and administrative tasks.
-Follow opening and closing procedures and ensure operational compliance.
-Perform additional duties as assigned by management.
Essential Skills Required
-Proven experience in customer service or customer support roles
-Strong ability to deliver excellent customer satisfaction and overall customer experience
-Excellent interpersonal, communication, and problem-solving skills
-High level of patience and active listening skills
-Ability to handle different customer personalities professionally and effectively
-Strong multitasking and time management abilities in a fast-paced environment
-Team-oriented mindset with the ability to collaborate effectively
-Proficiency in computer systems, booking platforms, and customer service tools
-Strong command of English (spoken and written); additional languages are a plus
-High school diploma or equivalent; additional certifications or education are an advantage
