Customer Experience Coordinator (Volunteer Position)

Gay Games is a sporting, arts and cultural festival which promotes diversity, inclusion and acceptance. Gay Games 11 (GG11) will be a co-hosted event, and it will be the first time in the 40-year history of Gay Games that the event will be co-hosted by two cities: Hong Kong and Guadalajara, Mexico.  GG11 will also be the first time that the event will be held in Asia, and in Latin America as well. GGHK will take place on 3-11 November 2023, the first event of its kind in Asia.  Under the theme “Unity in Diversity”, GGHK will feature a wide variety of inclusive sporting events, opening and closing ceremonies, a festival village, and arts & culture events. 

Are you passionate about customer service? #1 – Always give priority to participants, Customer service is not a department; it’s an attitude.

Gay Games 11 Hong Kong 2023 is looking to build a dedicated team of agile, dynamic, and smart Customer Experience Coordinators to take care of our participants and guests attending Gay Games 11 Hong Kong. This team will be the face of Gay Games 11 Hong Kong and the primary connection with our participants.

Essential Functions
  • Reporting to Head of Customer Experience

  • Assist participants and resolve any sport registration system issues (Fusesport)

  • Assist participants with general inquiries and support

  • Identify and escalate issues to Head of Customer Experience or Director of Customer Journey to avoid conflict issues

  • Update and maintain Helpdesk/Concierge knowledge database and GGHK2023 webpage Frequently Asked Questions (FAQ)

  • Use web-based computer helpdesk ticketing system (Zohodesk) to answer and respond to participant inquiries

  • Help define and revise standard operating procedures and standards when required

 
Competencies
  • Excellent communication, listening and presentation skills

  • Participant-orientated and ability to adapt/respond to different peoples needs

  • Ability to multitask, take responsibility, prioritise and manage time effectively

  • Familiarity with CRM systems (Zoho Helpdesk) and practices (Training will be provided)

  • Positive attitude with good self-control, empathy and a sense of humour

  • Ability to stay calm when participants are stressed or upset

  • Ability to work with internal departments to resolve problems

  • This is virtual role multi-language would be an advantage – Cantonese, Mandarin, Spanish, French or German

Position Type/Expected Hours of Work

This is a volunteer position. Hours of commitment will vary, expectation 5-10 hours per week.

Location

This is a virtual position and therefore applicants do not need to be based in Hong Kong, we welcome International applicants.

 
Please submit your application of interest to Steven Filby, HR Director: [email protected]
More about the Gay Games Hong Kong 2023

Gay Games is a 9-days international world-class diversity festival with multi-sports, arts & culture events and opening & closing ceremonies organised by the LGBTQ+ (Lesbian, Gay, Bisexual, Transgender, Queer, +) community, organised every 4 years. The goal of the Gay Games is to emancipate LGBTQ+ people around the world by educating people through sport, arts & culture events —in a spirit of better understanding. The Gay Games are organised by Gay Games Hong Kong under license of the the Federation of Gay Games. The spirit of equality is enshrined in the Games’ principle of inclusion: Participation, Inclusion and Personal Best.

GGHK will take place on 3-11 November 2023, the first event of its kind in Asia under the theme “Unity in Diversity”. Supporting organisations include the Equal Opportunities Commission, InvestHK, BrandHK and the Hong Kong Tourism Board.

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