Senior Customer Service Officer (Customer Care Team)

Job Description

The successful candidate with join the Customer Care Team in SIA's Customer Services & Operations division. He/she will be responsible for coordinating and providing reservations and ticketing assistance to customers during Irregular Operations (IRROPS).

Key Responsibilities:

1. Global Reservation and Ticketing (R&T) support to station

To be the R&T escalation point for stations by manning the internal duty phone lines
To provide prompt and effective assistance to stations, since passengers are already at the airport. This involves finding alternatives and exercising their empowerment to minimise further disruption to passengers.

2. Proactive servicing to customers impacted by IRROPS

To monitor flight schedules to detect any onward misconnections due to delays of flights ex-Singapore
To perform proactive rebooking of passengers who will misconnect their onward flights using the system, to enable passengers to arrive at their final destination as soon as possible.
To support 24/7 Scoot interline disruptions within the network

3. Support other Business Units' operational needs

To provide R&T assistance when schedule changes resulting in flight delays, cancellations, overbookings, involuntary downgrades and/or aircraft changes.
To perform outbound calls to premium passengers to service their disrupted bookings, which include offering service recovery to the affected passengers
To coordinate outbound calls with the contact centre vendor for the rest of the affected passengers
To report the status of the outbound calls to the Customer Care Managers

4. Additional Business Continuity Plan (BCP) support during massive disruptions

To manage internal and external BCP lines during massive disruptions - internal BCP lines for station' escalations, and external BCP lines for passengers who are on the ground

Requirements

Diploma in any discipline
Excellent telephone etiquette
Good written and verbal communication skills
Proactiveness in providing personalised services
Resourcefulness in seeking solutions to challenging customer situations
Ability to work as a fast-paced and stressful environment
Able to handle data and statistics

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.

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