Customer Contact Executive / Senior Executive / Assistant Manager (Operations)
Job Description
The successful candidate will part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. CCSD oversees the management and delivery of voice, email and chat interactions with Singapore Airlines customers and KrisFlyer members globally. This is done in close partnership with our valued service partners, with 24/7 customer service representatives across the world.
The successful candidate will be responsible for working with SIA’s appointed service partner(s) to ensure the delivery of key contact centre metrics. He/She will be required to work collaboratively within the department, internal SIA business units as well as with the external service partner(s), to identify and address challenges and opportunities in improving contact centre productivity and performance. This role is a key contributor in ensuring SIA’s delivery of a best-in-class customer experience when customers contact us over our voice, email and chat channels.
Key responsibilities include:
- Monitor daily / weekly / monthly performance on key operational metrics and undertake timely interventions to ensure that service-level agreements are met
- Conduct Monthly / Quarterly Performance Reviews for service partner(s)
- Identify gaps / challenges / opportunities in existing processes, and propose and undertake appropriate solutions / initiatives to address these
- Provide guidance / advice / approvals to the Operations Team on case handling / escalations
Requirements
- Degree in any discipline
- Good interpersonal, communication, and negotiation skills
- Customer-centric and service-oriented
- Ability to make timely, well-reasoned judgements amidst some level of ambiguity
- Ability to multi-task and operate in a fast-paced environment
- Strong leadership skills and team player