Exec / Snr Exec / Asst Mgr Customer Contact Services (Global Delivery)
Job Description
The successful candidate will be part of the Customer Contact Services Department (CCSD), Customer Services & Operations Division. CCSD oversees the management and delivery of voice, email and chat interactions with Singapore Airlines customers and KrisFlyer members globally.
The successful candidate will be responsible for managing Singapore Airlines’ appointed contact centre service partner(s) to ensure the consistent delivery of key operational and customer experience metrics. He/She will work collaboratively with internal stakeholders (within CCSD and across SIA business units) and external service partner(s) to identify and address challenges, drive performance improvements, and enhance overall contact centre productivity. This role is a key contributor to delivering a best-in-class customer experience across our voice, email and chat channels.
Key Responsibilities
- Monitor daily, weekly and monthly performance against key operational and customer metrics (e.g. service levels, quality, productivity) and undertake timely interventions to ensure service-level agreements (SLAs) are met.
- Lead and facilitate Monthly and Quarterly Business / Performance Review meetings with service partner(s), including preparation of performance summaries, root cause analyses and action plans.
- Identify gaps, challenges and opportunities in existing processes, workflows and policies, and propose, implement and track initiatives to improve efficiency, quality and customer satisfaction.
- Provide guidance, advisory support and approvals to Operations teams and service partner(s) on case handling, complex issues and escalations, ensuring alignment with SIA’s service standards and policies.
Requirements
- Degree in any discipline.
- Strong interpersonal, communication and negotiation skills; able to influence and drive outcomes with external partners and internal stakeholders.
- Customer-centric and service-oriented, with a strong focus on quality and continuous improvement.
We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.