Operations Control Centre Associate

1 week ago


Singapore SMRT Corporation Ltd Full time

Job Purpose

Provide exceptional customer service in an efficient and effective manner, ensuring customer satisfaction and loyalty.

Responsibilities

Efficient Management

  • To meet minimum targets set for successful calls for all hotlines.
  • To assist the department in meeting its key performance indicators (KPIs).
  • To provide feedback to superiors to enhance the efficiency of workflow and work methods.
  • To adhere to the roster planned in accordance with operational requirements.
  • To be involved in project management to ensure user requirements are met and participate in UAT (User Acceptance Testing).
  • To monitor various communication platforms and respond promptly to customer inquiries and emails.

Excellent Customer Service

  • To fulfill booking requests for customers in a timely and efficient manner.
  • To ensure customer and taxi partner satisfaction through friendly and personalized services.
  • To handle customer and taxi partner feedback in a timely, courteous, and accurate manner.
  • To execute service recovery for customers in the event of taxi accidents or breakdowns.
  • To assist passengers with the retrieval of lost items in our taxis.
  • To possess good communication skills and be able to understand customers' requirements effectively.
  • To respond effectively in a stressful and fast-paced work environment.

Others

  • To perform ad-hoc duties as assigned.
  • To work under minimal supervision.
  • To be able to work 3 rotating shifts.

Qualifications & Work Experience

  • To possess a GCE 'N'/'O'/'A' level qualification.
  • To be able to converse fluently in English and Mandarin/Malay.

Skills

  • To possess good typing speed.
  • To be able to toggle effectively over multiple communication channels.
  • To be IT savvy.

Key Requirements

  • Excellent customer service skills.
  • Ability to work under pressure.
  • Good communication and teamwork skills.

Working Environment

As a member of the Operations Control Centre team, you will be working in a fast-paced and dynamic environment that requires attention to detail and effective communication skills.



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