Associate, Operations Control Centre
About this role
Job Purpose
To provide prompt and service-oriented support to customers and driver-partners through real time monitoring, coordination and execution of transport operations.
Responsibilities
Operational & Communication Management
- Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email).
- Ensure accurate and timely updates in booking systems and maintain documentation for audits.
- Communicate job details and instructions clearly to driver-partners, customers and stakeholders
- Provide constructive feedback to improve operational workflows and participate in projects, including UAT.
Customer Service Excellence
- Monitor and coordinate trip assignments effectively according to operational KPI
- Manage bookings, amendments, cancellations, and special requests according to operational KPI
- Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).
- Assist with lost item retrieval and maintain high service standards under pressure.
- Possess good communication skills and astute ability to understand customers’ requirements.
- Responds effectively to stakeholders in a stressful and fast paced work environment.
Others
- Any other tasks and assignments assigned by superior.
- Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.
- To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.
Qualifications & Work Experience
- GCE ‘N’/‘O’/ ‘A’ level
- Able to converse fluently in English and Mandarin/Malay
- At least with min 2 years of customer service experience
Skills
Technical Skills
- Proficient in booking and dispatch systems for transport operations.
- Proficient in typing, able to toggle and respond effectively over multiple communication channels
- Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.
- Ability to monitor and update booking systems accurately.
- Competent in documentation and reporting for audits.
- Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).
Other skills
- Strong communication skills (verbal and written) for clear interaction with stakeholders.
- Customer service orientation with ability to handle complaints and investigations.
- Problem-solving and decision-making under time-sensitive conditions.
- Multitasking and time management to handle multiple platforms and tasks efficiently.
- Attention to detail for accurate updates and compliance.
- Stress management and ability to work in a fast-paced environment.
- Team collaboration and independence with minimal supervision.
- Able to work rotating shifts and fulfil dynamic operational needs.
Company at a glance
SMRT Corporation Ltd (SMRT) is a leading public transport services provider in Singapore. As the nation's dominant rail operator, SMRT manages and operates the North-South Line, East-West Line, Circle Line, Thomson-East Coast Line, and Bukit Panjang Light Rail Transit. These services are complemented by its bus, taxi, and private hire vehicle operations. Through Kaizen, SMRT enhances lifestyles by creating vibrant transit destinations for commuters and the communities it serves. In addition, SMRT collaborates with Malaysia's Prasarana to design, build, and subsequently operate, and maintain the RTS Link, which will enhance cross-border connectivity between Singapore and Johor. SMRT's core values are encapsulated in the acronym R.I.S.E, which stands for Respect, Integrity, Safety, Service, and Excellence. SMRT is dedicated to providing safe, reliable, and commuter-centric transport services.
Terms of Use: We welcome your comments, constructive feedback and suggestions. We expect that our users follow the Terms of Use and share their opinions respectfully. We do not discriminate against any view, but we reserve the right to remove comments that contain vulgarities, are personal attacks against individuals or are deemed inappropriate and/ or disrespectful towards users of our page. For the purpose of constructive discussions, please note that SMRT reserves the right to remove irrelevant or offensive comments. Users who breach the above-mentioned may also be banned from this page.
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