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

P-SERV PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading airport services provider in Singapore is seeking customer service professionals to enhance travel experiences. Responsibilities include assisting passengers with inquiries, handling lost and found processes, and engaging with both customers and airport partners. Candidates should have a positive attitude, good communication skills, and be able to work in a fast-paced environment. Shift work, including weekends and holidays, is necessary. Salary is up to $2800 with training and uniform provided.

Benefits

Salary up to $2800

Uniform provided

Training provided

Qualifications

• Good team player with a cheerful personality.
• Positive attitude and good communicator to interact with passengers.
• Able to work in a fast-paced challenging environment.
• Willing to work on shifts, including weekends and public holidays.
• Available to start immediately or within short notice.

Responsibilities

• Provide end-to-end customer service for passengers and handle inquiries.
• Perform lost and found duties and assist with claim processes.
• Respond to incidents and escalate as necessary.
• Handle escalated customer cases and ensure satisfaction.
• Conduct coaching and feedback for team members.
• Engage passengers at transit and public areas to assist with inquiries.
• Assist with queue management at touchpoints.
• Register all inquiries and feedback into CRM.
• Review and validate incident reports for compliance.
• Other duties as assigned.

Skills

Team player

Good communication

Interpersonal skills

Positive attitude

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 escalate 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

• 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 $2800 (Basic + Allowances + Incentives)
• Uniform provided
• Training provided

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

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