Customer Service Supervisor Role
2 weeks ago
About the Role
The Customer Service Supervisor will be part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. CCSD oversees the management and delivery of voice, email, and chat interactions with Singapore Airlines customers and KrisFlyer members globally. This is done in close partnership with our valued service partners, with 24/7 customer service representatives across the world.
Key Responsibilities
- Collaborate with fellow Supervisors to provide approvals for escalated cases from our service partners.
- Coach and provide appointed service partners with technical guidance and advice on handling policies and processes to ensure floor proficiency and delivery of key operational metrics.
- Work with appointed service partners to review case investigations and ensure appropriate resolution of customer cases.
- Support process improvement initiatives and projects, as required.
Requirements
- Diploma in any discipline.
- Customer-centric and service-oriented.
- Strong leadership skills and team player.
- Proficiency in SIA customer service systems (Altea, MARMS), policies, and processes is a strong advantage.
- Ability to adapt quickly and operate in a fast-paced environment.
- Willingness to undertake overseas travel on a routine basis.
- Willingness to work shifts, with weekend shifts on selected weekends.
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