Executive/Snr Executive/Asst Manager Ground Experience Development (Customer Contact Experience)
Job Description
If you like to explore technology and innovations that will enable SIA to deliver industry-leading customer services and operations on the ground, Ground Experience Development (GED) is the place for you. Customer Contact Experience (CCE) is a section in GED that identifies and delivers digital solutions for SIA’s various customer contact touchpoints, such as contact centres and feedback handling units.
In this role, you will be the Product Owner for Chatbot & Chats:
Kris is SIA’s chatbot, and has been trained to help customers with a range of common travel related enquiries, such as flight status, check baggage allowance and lounge eligibility. You will expand Kris’ capabilities to address other common customer enquiries. Where Kris is unable to assist, it will offer to connect the customer to a live chat with a customer service agent. You will expand live chat as an alternative to traditional engagement channels such as voice call and email. You will also identify opportunities to offer proactive live chat assistance in SIA’s online channels, for a more seamless and improved customer experience.
Key Responsibilities:
- Plan the product roadmap, manage the product budget as well as guide the squad for timely and quality delivery of the features.
- Business units will look to you for digital solutions/features to improve customer experience, increase productivity or/and facilitate operations. With a customer-oriented mindset, good understanding of operations and close collaboration with business users and IT rep, you will build the business case and seek approval for the digital solution/feature.
- Work closely with the scrum master or IT counterpart and squad to develop the digital solution/feature within the approved budget, schedule and with quality. This includes writing user stories, refinement, testing, user training and deployment.
- Manage the system access and provide basic troubleshooting before guiding users to log an incident ticket for advanced technical assistance.
- Keep abreast of technology developments in the market because you have a keen interest and believe that digital tools will enable SIA to consistently provide premium and personalized customer service and efficient operations.
- Any ad hoc projects or tasks.
Requirements
- Degree in any discipline.
- It will be an advantage, though not necessary, to have experience in Agile, project management, customer services, contact centre operations or airport operations.
- Self-driven with strong problem solving skills.
- Strong analytical skills with attention to details.
- Good communications and interpersonal skills.
- Service and customer oriented.
- IT savvy.