Executive/ Senior Executive, Customer Relations (Operations)
About this role
Job Purpose
1. This position is part of the Customer Relations team supporting feedback for Bus, Trains and Taxis.
2. Manage and handle customer feedback, claims, which maybe sensitive in nature.
3. Liaise with internal departments for case investigation and provide resolution.
4. Liaise with regulator (LTA, PTC) for cases and other government agencies for feedback related matters.
Responsibilities
• Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.
• Meet all Key Performance Indicators for case handling
• Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.
• Ensure all feedback handled is logged in the CRM and managed until closure.
• Resolve cases with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPIs.
• Manage the team schedule and assist in case management of team members.
• Handle escalated cases from team members.
• Handle case assignment duty, if required.
• Able to be activated for crisis communications.
• Be on rostered duty for serious accident cases.
• Other tasks and assignments by management.
• Ad hoc visits or meetings with customers, when necessary to ensure case resolution.
Qualifications & Work Experience
- Degree in Business/Mass Communication
• A minimum grade of A2 in English at GCE “O” levels is required.
• Excellent proficiency in English and a Mother Tongue language to communicate effectively with customers.
• At least 5 years of relevant working experience in a Call Centre and Customer Service environment.
• Communicative, analytical and creative team player who can address customers’ issues effectively and achieve high levels of customer satisfaction.
• Able to work independently under challenging situations to reach an amicable outcome.
Skills & Attributes
- Possess a strong customer service disposition and mindset.
• Excellent verbal and written communication.
• Able to handle challenging situations with a view towards amicable resolution.
• Able to work well within a team
• Experience with using Microsoft Office Applications and CRM systems.
SMRT Trains Ltd was incorporated in 1987 and operates Singapore’s first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.
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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