GenAI-Driven Customer Affairs Specialist

Singapore Airlines; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singapore Airlines is seeking a professional to support the Customer Affairs Department in adopting Generative AI and digital solutions to enhance customer feedback handling, service recovery, and insights. You will assist GenAI projects, administer the CRM system, and coordinate technology, process improvements and reporting within the department.

You will work with internal stakeholders, technology teams and business users to ensure practical, reliable, secure solutions aligned with customer

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Data Analytics, Computer Science, Customer Experience or a related discipline.
• Relevant experience in customer experience, process improvement, systems administration, project coordination or data analysis.
• Experience with CRM, case management or customer feedback systems is advantageous.
• Interest in GenAI, automation, data analytics and digital transformation.

Responsibilities

• Drive the development and implementation of GenAI solutions for customer feedback handling.
• Test, monitor and improve AI outputs, ensuring accuracy, privacy and appropriate human oversight.
• Administer and maintain the Customer Relations Management system for Customer Affairs, including workflows, data, user access and reports.
• Coordinate system enhancements, issue resolution, user support and documentation.
• Analyse customer feedback and operational data to identify trends and improvement opportunities.
• Support process improvements in feedback handling, service recovery and escalation.
• Coordinate departmental projects with internal stakeholders and technology teams.
• Prepare project updates, reports and dashboards.
• Support user training, change management for adoption of new solutions.
• Undertake any other projects and duties assigned by the department.

Skills

Analytical thinking

Stakeholder management

Communication

Problem solving

Education

Bachelor's degree in Business, IS, Data Analytics, CS or related

Tools

CRM systems

Data analytics tools

Job description

Singapore Airlines is seeking a professional to support the Customer Affairs Department in adopting Generative AI and digital solutions to enhance customer feedback handling, service recovery, and insights. You will assist GenAI projects, administer the CRM system, and coordinate technology, process improvements and reporting within the department.

You will work with internal stakeholders, technology teams and business users to ensure practical, reliable, secure solutions aligned with customer