Customer Contact Services - Customer Service Officer

Singapore Airlines; Singapore; On-site; Full time

Job summary

Join a dynamic team at an established industry player, providing exceptional customer support in a fast-paced environment. This role involves delivering reservations support and member services, ensuring customer satisfaction through various communication channels. You will undergo training in customer relationship systems, allowing you to excel in your role. If you thrive in a collaborative atmosphere and are passionate about customer service, this opportunity is perfect for you. Be part of a company that values excellence and adaptability, where your contributions will make a significant impact on customer experiences.

Qualifications

• Customer-oriented with strong communication skills.
• Ability to manage difficult customer situations effectively.

Responsibilities

• Servicing customers via voice and non-voice interactions.
• Ensuring Customer Satisfaction (C-SAT) scores meet targets.

Skills

Customer Orientation

Communication Skills

IT Proficiency

Problem Solving

Education

Diploma in any discipline

Job description

Job Description

The successful candidate will join the Customer Contact Services department and be part of the dynamic team that provides reservations support and member services to our customers. The candidate will undergo a month of training in reservations and customer relationship systems to deliver our service excellence commitment to our customers.

Key responsibilities include:

• Servicing customers via voice and non-voice interactions
  • Handling inbound and outbound interactions primarily from PPS customers through the various available channels (e.g. Phone calls, Emails, Chats, PPS Connect)
  • Ensuring Customer Satisfaction (C-SAT) scores meet targets set out for the FY based on an established scorecard
  • Ad-hoc escalations assigned by Duty Managers or Team Leaders
• Up to date product knowledge in order to deliver accurate and effective services
  • Ensuring Quality Assurance (QA) scores meet targets set out for the FY based on an established scorecard
• Participation in Lighthouse activities
  • Active participation in the various Lighthouse ceremonies (e.g. Ideation workshops, building and test sprints, provision of feedback during daily standups etc.)

Requirements

• Diploma in any discipline.
• Customer oriented, IT proficient and a team player. Keen ability to comprehend, capture, as well as interpret basic customer information with ability to manage difficult customer situations to respond promptly to the needs of the customer.
• A sound knowledge of telephone etiquette, good written and verbal communication skills will be an advantage.
• Ability to work under pressure and be able to adapt quickly in response to changes in our fast-moving environment.
• Shift work will be required.