Senior Trust & Safety Resolution Specialist

starwood customer contact centre (ap) pte. ltd.; Singapore; Presencial; SGD 60 000 - 90 000; Tempo integral

Resumo da oferta

Marriott International in Singapore is seeking a Senior Specialist, Customer Resolution – Trust & Safety to resolve customer concerns related to safety, claims, and relocations with empathy and adherence to established standards.

The role requires navigating complex customer needs, communicating updates, and ensuring alignment with risk, compliance, and brand guidelines while delivering thoughtful service recovery experiences.

Qualificações

• At least one year of related work experience in customer service or service recovery.
• No supervisory experience required.

Responsabilidades

• Receive, review, document, and manage customer safety incidents, relocation requests, and claims from intake through closure.
• Investigate incidents and claims by gathering information and coordinating with hotels and stakeholders.
• Document case activity and outcomes in case management systems.
• Proactively communicate with customers about case status and follow-up actions.
• Coordinate with hotels, risk management, legal partners, and claims administrators.
• Assess case information and escalate to appropriate stakeholders per procedures.
• Monitor open cases and complete follow-up to support investigation and resolution.
• Review data and feedback to identify recurring issues and improvement opportunities.
• Participate in team meetings and process reviews to enhance customer resolution practices.

Conhecimentos

Customer service

Investigations

Relocation coordination

Risk awareness

Formação académica

High school diploma or equivalent

Descrição da oferta de emprego

Marriott International in Singapore is seeking a Senior Specialist, Customer Resolution – Trust & Safety to resolve customer concerns related to safety, claims, and relocations with empathy and adherence to established standards.

The role requires navigating complex customer needs, communicating updates, and ensuring alignment with risk, compliance, and brand guidelines while delivering thoughtful service recovery experiences.