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Loyalty Programme Associate

2 months ago

Singapore Singapore Airlines Full time

Job Description

The successful candidate will be part of the Global and Corporate Sales department, Sales & Marketing division. His/her duties will include managing the operational aspects of the HighFlyer Business Travel Programme. This involves effectively handling queries and concerns from corporate customers, identifying and analysing underlying issues, and collaborating with relevant stakeholders to address these problems.

Key Responsibilities

  • Manage all HighFlyer (HF) Business Travel Programme operational matters to ensure prompt response and resolution to queries and issues
  • Identify root causes, work on eliminating issues to drive down the volume of queries. Categorise issues to understand and tackle customer needs and concerns
  • Manage email escalations from HF Support (Sales Operations outsourced vendors) to ensure prompt response and resolution of queries
  • Educate and empower HF Support through training, release notes, and guides to ensure support agents can effectively address customer queries
  • Handle the issuance of benefits and rewards to our corporate customers
  • Support Product Owners in application system testing
  • Work with Product Owners to enrich the value proposition of HighFlyer Program for corporate customers
  • Work closely with internal and external stakeholders from IT division, vendors, partners, and sales teams

Requirements

  • Possess a diploma
  • Has good project management experience
  • Is organized and collaborative
  • Is meticulous and organised in multi-tasking in a fast-paced environment
  • Has strong communication, problem-solving and decision-making skills
  • Altéa Reservation Desktop (ARD) experience is a plus

About the Role

This is an exciting opportunity to join our team at Singapore Airlines as a Loyalty Programme Associate. As a key member of the Global and Corporate Sales department, you will play a vital role in managing the operational aspects of the HighFlyer Business Travel Programme.

What You Will Do

You will be responsible for managing all HighFlyer (HF) Business Travel Programme operational matters, ensuring prompt response and resolution to queries and issues. This includes identifying root causes, working on eliminating issues to drive down the volume of queries, and categorising issues to understand and tackle customer needs and concerns.

You will also manage email escalations from HF Support (Sales Operations outsourced vendors) to ensure prompt response and resolution of queries. Additionally, you will educate and empower HF Support through training, release notes, and guides to ensure support agents can effectively address customer queries.

What You Need

To succeed in this role, you will possess a diploma and have good project management experience. You must be organised and collaborative, with strong communication, problem-solving and decision-making skills. Altéa Reservation Desktop (ARD) experience is a plus.