Senior Executive / Assistant Manager Service Culture & Quality

Borr Drilling; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading company in the drilling industry is seeking a candidate passionate about developing customer service standards within the Airport Operations team. This role focuses on enhancing service quality through training and operational support, making a significant impact on customer interactions. Responsibilities include overseeing training for staff and monitoring service performance to ensure excellence and compliance across various touchpoints.

Qualifications

• Experience in customer servicing or airport operations is preferred.
• Effective interpersonal and communications skills are crucial.
• Strong interest in service standards and people development.

Responsibilities

• Oversee competency framework & training needs for frontliners.
• Monitor service performance and identify trends for improvement.
• Coordinate service audits at ground service touchpoints.

Skills

Interpersonal skills

Communication

Attention to detail

Organisation

Education

Degree in any discipline

Job description

Job Description

The successful candidate will be part of the Service Culture & Quality team in Customer Services and Operations Division, Airport Operations. With a passion to develop customer service standards and competencies across ground touchpoints, your key role is to seek out opportunities to elevate service standards through training, VoC analysis, and service audits.

Key Responsibilities

• Oversee competency framework & training needs for frontliners (Station Managers, as well as Airport & Lounge staff)
• Monitor service performance and identify key trends for service improvement for airport and lounges.
• Coordinate service audits and observations at various ground service touchpoints.
• Assist in the coordination of the annual CEO Service Excellence Awards
  
  

Requirements

• Degree in any discipline
• Experience in customer servicing, airport operations or a related field
• Experienced Cabin Crew are welcome to apply
• Effective interpersonal and communications skills (written and verbal)
• Meticulous, with keen attention to detail
• Strong interest in service standards and people development
• Possesses a curious mind, with good organisation skills