Passenger Relations Officer

Singapore Airlines; Singapore; On-site; SGD 29,000 - 40,000; Full time

Job summary

A leading airline is seeking a candidate to join its Premium Passenger Services team in Singapore. The successful individual will oversee the operations of the SilverKris Lounge and provide exceptional service to premium passengers. Key responsibilities include ensuring smooth lounge operations, supervising staff, and handling escalated complaints. Candidates should possess a relevant diploma and proficiency in English and another language. A service-oriented mindset and ability to work shifts are essential.

Qualifications

• Proficient in English and another language for international customers.
• Experience in front-line customer service is preferred.
• Ability to perform shift duties.
• Strong teamwork, communication, and customer-oriented skills.

Responsibilities

• Ensure smooth operations of the SilverKris Lounge and Krisflyer Gold Lounge.
• Provide personalized services and assistance to premium passengers.
• Handle and resolve escalated passenger complaints.
• Supervise and coach staff on operational matters.
• Liaise with SIN Hub on flight delays and assist VIPs.
• Liaise with SIN Hub on flight delays and special handling.
• Meet and assist VIPs to and from SKL.
• Ensure good housekeeping of the Lounges.
• Required to work shift hours, including overnight shifts, weekends, public holidays; and
• Perform any other duties as assigned

Skills

Customer service orientation

Teamwork

Communication

Bilingual proficiency

Shift duties

Education

NITEC/Higher NITEC/Diploma in any discipline

Job description

The successful candidate will be part of Premium Passenger Services (Airport Operations) unit in SIA's Customer Services & Operations Division.The successful candidate will be part of a dynamic team managing the day-to-day operations of the SIA flagship SilverKris Lounge as well as rendering First Class service to our premium passengers. He/she must possess team spirit to handle operational issues together internally and across departments, and have a keen service-oriented attitude to ensure that all passengers’ needs are met and even exceeded.

Key Responsibilities

• Ensuring smooth operations of SilverKris Lounge (SKL) and Krisflyer Gold Lounge (KFGL)
• Providing personalized services and assistance to our premium passengers at SKL, KFGL and various areas of the airport
• Handle and resolve escalated passenger complaints
• Perform backroom duties such as monitoring flights and liaising with traffic staff
• Supervise, coach and monitoring of all staff on operational matters to ensure that lounge duties are carried out efficiently as a team
• Liaise with SIN Hub on flight delays and special handling
• Meet and assist VIPs to and from SKL
• Ensure good housekeeping of the Lounges
• Required to work shift hours, including overnight shifts, weekends, public holidays; and
• Perform any other duties as assigned

Requirements

• Possess a NITEC/Higher NITEC/Diploma in any discipline
• Proficient in the English Language and another language e.g. Chinese, French, German, Italian or Korean, for servicing of international customers
• Experience in front-line customer service is preferred
• Ability to perform shift duties and demonstrate initiative
• Adept in teamwork, communication and customer-oriented

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.