Full-timeCustomer service· Posted 8 Sept

Executive/ Senior Executive, Customer Relations (Operations)

SMRTFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Tuas

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role sits within the Customer Relations team, handling feedback and claims relating to bus, train and taxi services. You will work with internal departments, regulators and other agencies to investigate cases and reach resolutions, so it suits someone comfortable with sensitive situations and tight timelines.

What you'll do

Respond to feedback from commuters and the public received through official feedback channels within set turnaround times
Meet all key performance indicators for case handling
Reach out to injured commuters, road users or members of the public affected by accidents involving vehicles or at stations and interchanges
Log all feedback in the CRM system and manage each case through to closure

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Resolve cases with the feedback provider promptly and professionally, following SOP, work instructions, service standards and KPIs

Manage the team schedule and support case management for team members

Handle escalated cases from team members

Take on case assignment duties when required

Be available for activation during crisis communications

Be on rostered duty for serious accident cases

Carry out other tasks and assignments given by management

Make ad hoc visits or attend meetings with customers when needed to ensure case resolution

Good to know

Rostered duty is required for serious accident cases
Crisis communications activation may be required

Requirements

Degree in Business or Mass Communication
Minimum A2 grade in English at GCE O levels
Strong proficiency in English and a Mother Tongue language
At least 5 years of relevant experience in a call centre and customer service setting
Communicative, analytical and creative team player
Able to work independently in challenging situations

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Executive/ Senior Executive, Customer Relations (Operations)

About the role

What you'll do

Good to know

Requirements

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