Senior Customer Service Officer (Customer Care Team)

Job Description

The successful candidate will 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.
2. Be the R&T escalation point for stations by manning the internal duty phone lines.
3. Provide prompt and effective assistance to stations, since passengers are already at the airport. This involves finding alternatives and exercising their empowerment to minimize further disruption to passengers.
4. Proactive servicing to customers impacted by IRROPS.
5. Monitor flight schedules to detect any onward misconnections due to delays of flights ex-Singapore.
6. 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.
7. Support 24/7 Scoot interline disruptions within the network.
8. Support other Business Units' operational needs.
9. Provide R&T assistance when schedule changes result in flight delays, cancellations, overbookings, involuntary downgrades, and/or aircraft changes.
10. Perform outbound calls to premium passengers to service their disrupted bookings, which include offering service recovery to the affected passengers.
11. Coordinate outbound calls with the contact centre vendor for the rest of the affected passengers.
12. Report the status of the outbound calls to the Customer Care Managers.
13. Additional Business Continuity Plan (BCP) support during massive disruptions.
14. 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

1. Diploma in any discipline.
2. Excellent telephone etiquette.
3. Good written and verbal communication skills.
4. Proactiveness in providing personalised services.
5. Resourcefulness in seeking solutions to challenging customer situations.
6. Ability to work in a fast-paced and stressful environment.
7. 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.