Customer Care Executive

Customer Care Executive – Job Roles & Responsibilities

1. Guest Reception & Customer ServiceWelcome guests warmly and provide information about AMPED's attractions, activities, packages and facilities.

• Explain the available games, rides, age/height restrictions, safety requirements and applicable pricing.
• Assist guests in choosing suitable attractions, packages and activities based on their interests.
• Provide information about operating hours, offers, promotions and ongoing events.
• Ensure guests receive prompt, courteous and professional service at all times.

2. Ticketing, Billing & PaymentsHandle guest registrations, ticket purchases, activity bookings and package sales.

• Operate the POS, ticketing and billing systems accurately.
• Explain pricing, play durations, packages, discounts and promotional offers.
• Process cash, card, UPI and other approved payment methods.
• Issue receipts and ensure all transactions are accurately recorded.
• Follow procedures for refunds, cancellations, discounts and complimentary entries.
• Ensure proper cash handling and reconciliation at the end of the shift.

3. Arcade Cards & Game CreditsIssue and activate arcade cards or other approved game access systems.

• Explain how guests can load credits, use game cards and check balances.
• Assist with card recharges, balance enquiries and transaction-related issues.
• Follow approved procedures for lost cards, duplicate cards, refunds and disputed transactions.
• Ensure complimentary credits and promotional benefits are issued only with proper authorization.

4. Reservations & Group BookingsHandle enquiries and bookings for birthday parties, school visits, corporate events and group activities.

• Explain available party packages, inclusions, pricing, timings and booking terms.
• Record guest details, booking dates, payment status and special requests accurately.
• Coordinate with the events team, floor supervisors and F&B team to ensure bookings are executed smoothly.
• Follow up on enquiries and assist in converting them into confirmed bookings.
• Ensure booking information is communicated to the relevant departments in advance.

5. Customer Queries & Complaint HandlingRespond promptly to customer questions, concerns and requests.

• Resolve routine complaints professionally and escalate serious issues to the supervisor or manager.
• Assist guests with billing discrepancies, booking changes and game-card issues.
• Coordinate with the operations team when guests report equipment failures, long waiting times or service problems.
• Record complaints, actions taken and resolutions in the designated register or system.
• Follow up where necessary to ensure the guest's concern has been addressed.

6. Guest Coordination & Floor SupportCoordinate with bowling, arcade, trampoline, go-karting, soft play and other attraction teams to guide guests.

• Communicate waiting times, lane availability, session timings and attraction closures.
• Direct guests to the appropriate activity areas, party rooms, restaurants and other facilities.
• Inform guests promptly about delays, temporary closures or operational changes.
• Assist in managing queues and guest flow during peak hours.
• Never provide safety or technical assurances beyond approved operating procedures; refer such questions to the responsible supervisor.