Passenger Relations Officer

Singapore Airlines; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

Singapore Airlines is seeking a Lounge Services Associate to join the Premium Passenger Services team (Airport Operations). You will manage day-to-day operations of the SilverKris Lounge and deliver First Class service to premium passengers.

You will work with colleagues across departments, handle escalated passenger concerns, supervise lounge staff, and support flight operations with timely information and efficient administrative tasks.

Qualifications

• NITEC/Higher NITEC/Diploma in any discipline.
• Proficient in English and another language for servicing international customers.
• IT proficiency including MS Office.
• Experience in front-line customer service is preferred.
• Ability to perform shift duties and demonstrate initiative.

Responsibilities

• Ensure smooth operations of SilverKris Lounge and Krisflyer Gold Lounge.
• Provide personalized services to premium passengers at SKL, KFGL and airport areas.
• Handle and resolve escalated passenger complaints.
• Monitor flights and liaise with traffic staff.
• Supervise, coach and monitor staff on operational matters as a team.

Skills

Customer service

Teamwork

Communication

MS Office

Education

NITEC/Higher NITEC/Diploma

Tools

MS Office

Job description

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
• Provide efficient administrative support
• 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
• IT Proficiency e.g. MS Office
• 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.