Executive/ Senior Executive, Customer Relations (Operations)

Job Purpose

• Lead the Customer Relations team towards achieving operational goals.
• Manage and handle escalated and sensitive feedback.
• Schedule resources efficiently to manage workload.
• Review reports to drive performance through data-driven insights.
  
  
  

Responsibilities

• Supervise and mentor the Customer Relations team, providing regular performance feedback and guidance to ensure departmental and organizational goals are met.
• Efficiently manage the team roster to ensure an adequate workforce to handle workload.
• Handle escalated customer cases with professionalism and efficiency, ensuring prompt case resolution and customer satisfaction.
• Independently manage injury and claim cases, working towards swift and fair case resolution.
• Assist in corporate projects when required.
• Assume Customer Relations Care Officer role on rotation.
• Able to be activated for crisis communications.
• Other tasks and assignments by management.
• Ad hoc visits to customers, when necessary.
  
  
  

Qualifications & Work Experience

• Degree or relevant industry qualifications.
• At least three years of relevant working experience in a Call Centre and Customer Service environment with supervisory experience.
  
  
  

Skills & Attributes

• Proficient in English and a Mother Tongue language to communicate effectively with customers.
• Advanced knowledge and experience with using Microsoft Office applications, particularly MSWord, Excel, Powerpoint, Visio and CRM systems.
• Possess a strong Customer Service disposition and mindset.
• 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.
  
  
  

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.