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Associate, Operations Control Centre


Job Purpose

Provide excellent customer service in an efficient and effective manner.


Efficient Management
•    To meet minimum target set for successful calls for all hotlines
•    To assist department in meeting its Key Performance Indicators
•    To provide feedback to superiors to enhance the efficiency of work flow and work methods 
•    To adhere to roster planned in accordance to operational requirements
•    Involved in Project Management to ensure user requirements are meted out and involvement in UAT (User Acceptance Testing).
•    Monitor various communication platforms, ie WhatsApp, Microsoft Teams, Emails are responded timely.
Excellent Customer Service
•    To fulfil booking requests for customers
•    To ensure customers’ and taxi partners’ satisfaction by providing friendly and personalized services
•    To handle customers’ and taxi partners’ feedback in a timely, courteous, and accurate manner
•    To execute service recovery to customers such as complimentary replacement taxi in the event of accident or breakdown of taxis with passengers
•    To assist passengers with the retrieval of lost items in our taxis
•    Possess good communication skills and astute ability to understand customers’ requirements
•    Responds effectively in a stressful and fast paced work environment
•    Any other tasks and assignments given by superior as part of training and development
•    Able to work under minimal supervision
•    Able to work 3 rotating shifts

Qualifications & Work Experience

•    Minimum GCE ‘N’/‘O’/'A' level with at least 1-year customer service experience
•    Able to converse fluently in English


Technical skills include:
•    Good typing speed
•    Able to toggle effectively over multiple communication channels
•    IT savvy
Generic skills include:
•    Excellent multitasking skills
•    Team player


We regret only shortlisted candidates will be notified. 

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services. 

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter – we take care of you and your well-being. Your Work Matters – your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters – we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Moving People, Enhancing Lives

Core Values
Respect, Integrity, Service & Safety, Excellence


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