CUSTOMER EXPERIENCE SUPERVISOR [FULL-TIME | CHANGI AIRPORT] #8501

P-SERV PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading airport service provider in Singapore is seeking a Customer Service Executive to enhance travellers' experiences. The successful candidate will be responsible for providing exceptional service to passengers, handling queries, and resolving escalated cases. Candidates should have a minimum diploma, fluency in Tagalog and English, and 3-5 years of experience in the aviation industry. The role includes shift work on weekends and public holidays. A competitive salary up to $4500 with training and uniform provided.

Benefits

Salary up to $4500

Uniform provided

Training provided

Qualifications

• 3 to 5 years of Airport/Aviation experience.
• Able to work in a fast-paced challenging environment.
• Willing to work on shifts, including weekends and public holidays.

Responsibilities

• Provide end-to-end customer service for passengers.
• Handle escalated customer cases professionally.
• Conduct on-the-job coaching and provide performance feedback.

Skills

Fluent in Tagalog

Fluent in English

Customer service

Team player

Good communication

Education

Minimum Diploma

Job description

Do you aspire to work in the World’s Best Airport?

Join us today to create memorable travelling experiences, deliver excellent customer service and supporting the overall productive and efficient airport operations!

Job Scope

• Provide end-to-end customer service for passengers /member of public or callers and attending to their enquiries, feedback and proactively proposing solutions to assist them on their needs
• Perform end-to-end Lost and found duties, includes attending enquires, generating lost enquire report or found reports, assist with claimant and reconciling processes
• Being first line of response to incidents, medical and emergency cases, undertake appropriate mitigating measures on ground, and to escape and activate relevant parties to follow up on the cases
• Handle escalated customer cases professionally, providing resolution and ensuring customer satisfaction while safeguarding operational guidelines
• Conduct on-the-job coaching, refresher training, and performance feedback to develop team members and strengthen their service delivery
• Performing roving duties at both transit and public areas, proactive engagement of passengers to assist with flight related enquires, introduce and suggest facilities, retail and F&B options
• Assist with queue combing at various key touch pointes and coordination with relevant airport partners
• Respond to all enquiries from all of official channels (e.g. calls, emails, chatbot and social media post) and register all enquiries (including Lost & found) and feedback (i.e compliments, complaints, suggestions etc.) from official feedback channels into CRM
• Review and validate incident reports, Lost & Found cases, and service recovery actions to ensure accuracy and compliance with SOPs
• Other duties as assigned

Requirements

• Minimum Diploma with 3 to 5 years of Airport / Aviation experience
• Able to speak and understand Tagalog and English fluently to handle different group of passengers
• Good team player, possess a cheerful personality
• Positive attitude, good communicator, inter-personal skills to interact with passengers
• Able to work in a fast pace challenging environment
• Willing to work on shifts (including Weekends and Public Holidays)
• Able to start immediately or within short notice

Other Information:

• Salary up to $4500 (Basic + Allowances + Incentives)
• Uniform provided
• Training provided

Thank you for your interest but only shortlisted applicants will be notified.

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EA License No: 90C3494
EA Personnel No: R1103939
EA Personnel Name: Ng Hui Jun