Customer Contact Services - Customer Service Officer
- Full Time, onsite
- Singapore Airlines
- Singapore, Singapore
Salary undisclosed
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- Servicing customers via voice and non-voice interactions
- Handling inbound and outbound interactions primarily from PPS customers through the various available channels (e.g. Phone calls, Emails, Chats, PPS Connect)
- Ensuring Customer Satisfaction (C-SAT) scores meet targets set out for the FY based on an established scorecard
- Ad-hoc escalations assigned by Duty Managers or Team Leaders
- Up to date product knowledge in order to deliver accurate and effective services
- Ensuring Quality Assurance (QA) scores meet targets set out for the FY based on an established scorecard
- Participation in Lighthouse activities
- Active participation in the various Lighthouse ceremonies (e.g. Ideation workshops, building and test sprints, provision of feedback during daily standups etc.)
- Diploma in any discipline.
- Customer oriented, IT proficient and a team player. Keen ability to comprehend, capture, as well as interpret basic customer information with ability to manage difficult customer situations to respond promptly to the needs of the customer.
- A sound knowledge of telephone etiquette, good written and verbal communication skills will be an advantage.
- Ability to work under pressure and be able to adapt quickly in response to changes in our fast-moving environment.
- Shift work will be required.
About Singapore Airlines
Size | More than 250 |
Industry | Passenger Airlines |
Location | Singapore |
Founded | 1 October 1972 |