Passenger Relations Officer

Job Description

The successful candidate will be part of Premium Passenger Services (Airport Operations) unit in SIA's Customer Services & Operations Division. The successful candidate will be part of a dynamic team managing the day-to-day operations of the SIA flagship SilverKris Lounge as well as rendering First Class service to our premium passengers. He/she must possess team spirit to handle operational issues together internally and across departments, and have a keen service-oriented attitude to ensure that all passengers’ needs are met and even exceeded.

Key Responsibilities

• Ensuring smooth operations of SilverKris Lounge (SKL) and Krisflyer Gold Lounge (KFGL) 
• Providing personalized services and assistance to our premium passengers at SKL, KFGL and various areas of the airport
• Handle and resolve escalated passenger complaints
• Perform backroom duties such as monitoring flights and liaising with traffic staff
• Supervise, coach and monitoring of all staff on operational matters to ensure that lounge duties are carried out efficiently as a team
• Liaise with SIN Hub on flight delays and special handling
• Meet and assist VIPs to and from SKL
• Ensure good housekeeping of the Lounges
• Provide efficient administrative support
• Required to work shift hours, including overnight shifts, weekends, public holidays; and
• Perform any other duties as assigned

Requirements

• Possess a NITEC/Higher NITEC/Diploma in any discipline
• Proficient in the English Language and another language e.g. Chinese, French, German, Italian or Korean, for servicing of international customers
• IT Proficiency e.g. MS Office
• Experience in front-line customer service is preferred
• Ability to perform shift duties and demonstrate initiative
• Adept in teamwork, communication and customer-oriented