Customer Experience Specialist - Singapore

About the Role

Delta Air Lines is committed to delivering exceptional customer service and connection throughout every stage of travel. We are looking for enthusiastic Customer Experience Specialists to join our dynamic call center team based in Singapore. In this role, you will focus on providing memorable customer interactions by handling inquiries efficiently and courteously or managing travel reservations, fare calculations, ticketing, and alternate flight arrangements while adhering to Delta and U.S. Department of Transportation (DOT) regulations.

Key Responsibilities

• Answer customer calls promptly with professionalism, ensuring effective communication that makes customers feel valued and heard.
• Assess the specific needs of customers and recommend suitable travel solutions and additional products.
• Serve a diverse global clientele and collaborate with a multicultural team.
• Manage booking processes, promote loyalty programs, and optimize sales opportunities including partnership credit card promotions.
• Maintaining high standards of dependability and professionalism, adapting rapidly in a fast-paced environment and handling stressful situations adeptly.
• Work a five-day schedule within Monday to Sunday, with shift patterns that may include weekends and holidays; new hires typically start on AM shifts with midweek days off.

Required Qualifications

• Singapore citizen or Singapore Permanent Resident status.
• Fluent in spoken and written business English.
• Proficient computer skills including email, instant messaging, internet search proficiency, and software navigation.
• Excellent telephone etiquette and communication competencies.
• Cultural sensitivity and respect for diverse backgrounds and perspectives.
• Strong commitment to safety and security practices.
• Flexibility to work varied shifts including weekends and holidays.
• Accountability for meeting individual and team Key Performance Indicators (KPIs).

Preferred Qualifications

• Diploma or higher educational qualifications.
• Previous experience in a customer contact center environment is advantageous.

Compensation and Work Conditions

• Starting monthly salary from SGD 3,154 effective October 1, 2025, increasing to SGD 3,209 from October 1, 2026 onward.
• Eligibility for performance bonuses following a six-month probation period.
• Shift allowances and monthly rewards tied to company KPI achievements.
• Annual salary increments.
• Comprehensive classroom and on-the-job training during the onboarding phase, including evaluations and performance tracking.
• Opportunities to bid for preferred shifts after initial training and continued shift bidding periodically every 3-4 months.

Employee Benefits

• Performance-based monthly incentives after probation.
• Industry-leading profit sharing programs.
• Inclusive and diverse workplace culture with an open door policy.
• Robust healthcare coverage, including medical, dental, and life insurance.
• Paid training with structured assessments.
• Unlimited flight benefits on Delta and discounted fares on partner airlines under the Zonal Employee Discount Program.
• Career development programs to support long-term growth.
• Free mental health counseling sessions annually, available for employees and their household members.

Additional Information

This position offers growth opportunities into specialized teams handling complex customer and ticketing issues. There is also potential involvement in emerging customer service channels such as social media platforms. If you are passionate about providing excellent service and advancing your career in a global airline, we encourage you to apply with your detailed resume outlining qualifications and salary expectations.