Senior Officer, Customer Relations

SMRT Trains Ltd; Singapore; On-site; SGD 35,000 - 50,000; Full time

Job summary

A leading transportation firm in Singapore is seeking a Customer Relations Officer to manage and respond to customer feedback. Candidates should have at least 2 years of experience in a Call Centre environment and possess strong English skills. The role involves handling sensitive feedback and liaising with other departments for resolution, ensuring a high level of customer satisfaction.

Qualifications

• 2+ years of relevant experience in Call Centre and Customer Service environment.
• Excellent proficiency in English and a Mother Tongue language.
• Ability to work independently and handle challenging situations.

Responsibilities

• Handle customer feedback received through official channels and respond timely.
• Reach out to affected individuals and manage cases professionally.
• Log feedback in the CRM and manage until closure.
• Resolve cases professionally and timely.
• Participate in crisis communications.

Skills

Customer service disposition

Verbal communication

Written communication

Teamwork

Microsoft Office Applications

CRM systems

Education

Diploma in Business/Mass Communication or GCE 'A' levels

Minimum grade of A2 in English at GCE 'O' levels

Tools

Microsoft Office

CRM systems

Job description

Company description

SMRT Trains Ltd was incorporated in 1987 and operates Singapore's first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily. We have set our core values to be Integrity, Service & Safety and Excellence. SMRT is committed to provide safe, reliable and comfortable service for our commuters.

Job Purpose

1. This position is part of the Customer Relations team supporting feedback for Bus, Trains and Taxis. 2. Manage and handle customer feedback, which maybe sensitive in nature. 3. Liaise with internal departments for case investigation and provide resolution.

Responsibilities

• Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.
• Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.
• Ensure all feedback handled is logged in the CRM and managed until closure.
• Resolve cases with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPIs.
• Be activated for crisis communications.
• Ad hoc visits or meetings with customers, when necessary to ensure case resolution.
• Other tasks and assignments by management.

Qualifications & Work Experience

• Diploma in Business/Mass Communication or minimum GCE "A" levels.
• A minimum grade of A2 in English at GCE "O" levels is required.
• Excellent proficiency in English and a Mother Tongue language to communicate effectively with customers.
• At least 2 years of relevant working experience in a Call Centre and Customer Service environment.
• Communicative, analytical and creative team player who can address customers' issues effectively and achieve high levels of customer satisfaction.
• Able to work independently under challenging situations to reach an amicable outcome.

Skills

• Possess a strong customer service disposition.
• Excellent verbal and written communication.
• Able to handle challenging situations with a view towards amicable resolution.
• Able to work well within a team and has positive mindset.
• Experience with using Microsoft Office Applications and CRM systems.