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 advantages 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.

📌 Customer Care Executive (Hyderabad)
🏢 Trupp Ventures Private
📍 Hyderabad