Customer Service Officer - Customer Contact Services

Job Overview

Join the Customer Contact Services team at Singapore Airlines as a Customer Service Officer. This role involves providing reservation assistance and member services support with a strong commitment to service excellence. Successful candidates will complete a month-long training program focused on reservation and customer relationship management systems.

Key Responsibilities

• Manage customer interactions through voice and non-voice channels.
• Handle inbound and outbound communications primarily for PPS customers via phone, email, chat, and the PPS Connect platform.
• Maintain Customer Satisfaction (C-SAT) scores aligned with fiscal year targets based on established scorecards.
• Address escalated issues as assigned by Duty Managers or Team Leaders.
• Stay continuously updated on product information to provide accurate services.
• Achieve Quality Assurance (QA) score targets throughout the fiscal year.
• Engage in Lighthouse program activities, including ideation workshops, development and testing sprints, and daily feedback sessions.

Candidate Requirements

• Possess a diploma in any field.
• Demonstrate customer focus, IT proficiency, and teamwork skills, with the capability to understand and interpret customer information and manage challenging situations promptly.
• Have a good grasp of telephone etiquette along with effective written and verbal communication skills.
• Ability to work effectively under pressure and adapt quickly in a dynamic environment.
• Willingness to work shifts as required.

Additional Information

Only shortlisted candidates will be contacted. We appreciate all applications expressed in interest to Singapore Airlines.