Executive/ Senior Executive, Customer Relations (Operations)

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, claims, which maybe sensitive in nature.
3.    Liaise with internal departments for case investigation and provide resolution.
4.    Liaise with regulator (LTA, PTC) for cases and other government agencies for feedback related matters. 

Responsibilities

•    Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.
•    Meet all Key Performance Indicators for case handling
•    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.
•    Manage the team schedule and assist in case management of team members.
•    Handle escalated cases from team members.
•    Handle case assignment duty, if required. 
•    Able to be activated for crisis communications.
•    Be on rostered duty for serious accident cases.
•    Other tasks and assignments by management.
•    Ad hoc visits or meetings with customers, when necessary to ensure case resolution.

Qualifications & Work Experience

•    Degree in Business/Mass Communication
•    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 5 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 & Attributes

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