Customer Service Specialist | Airline Industry

TDCX; Singapore; On-site; SGD 29,000 - 42,000; Full time

Job summary

TDCX is seeking a customer service representative to handle airline programme inquiries in a busy contact center in Singapore. You will manage reservations, mileage redemptions, and ticket changes while maintaining accurate member records.

The role emphasizes strong English communication, customer focus, and the ability to work in rotating shifts. Training, incentives, and shift allowances are part of the compensation package.

Qualifications

• GCE 'N' levels or equivalent required.
• 1 year in contact center preferred, fresh graduates welcome.
• Strong time management and adaptability to rotating shifts.
• Experience in a customer-facing environment is a plus.
• Good English communication, both written and spoken.

Responsibilities

• Handle phone enquiries from current and prospective members for airline programme.
• Process reservations, mileage redemption, ticketing and schedule changes.
• Maintain and update member accounts as profiles change.
• Advise on promotions and provide program collateral.
• Manage feedback/ complaints and liaise with backend to resolve issues.
• Meet daily KPI targets and assist with quality management system.

Skills

Customer service

Communication

Time management

Analytical skills

Computer literacy

Education

GCE N levels

Tools

CRM software

Job description

• Handle phone call enquiries of current and prospective members in respect to Airline industry programme.
• Provide accurate and efficient processing of reservations or support work relating to mileage redemption, issuing of tickets and effecting changes to schedules.
• Maintain member accounts whenever there are changes in their profiles.
• Advise on latest promotions and mechanics including send programme related collaterals and forms.
• Manages feedback/ complaints and liaise with backend support to resolve members' issues.
• Meet daily KPI requirement.
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System.

Who are we looking for?

• Candidate must possess at least a GCE 'N' levels in any field.
• Preferably with 1 year of working experience in contact centre is ideal for this position. However, fresh graduates are encouraged to apply.
• Strong time management skills and amenable to work rotating shifts.
• Exposure to strong customer-orientated environment is an added advantage.
• Possess strong analytical skills to identify cause of problems & recommend solutions.
• Comfortable working with computers and multiple systems.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Additional Information:

• Working Hours: Rotational Shift from 8am to 8pm (5 days per week including weekend and public holidays; 44 hours per week)
• 9 weeks training and required to pass certification
• Salary Package: Basic Salary + Monthly Incentive + Shift Allowance