Customer Service Representative

1 month ago

Singapore Singapore Airlines Full time

Job Title: Senior Customer Service Officer

The role of Senior Customer Service Officer is critical to the Customer Care Team within Singapore Airlines' Customer Services & Operations division. This position requires a high level of expertise in coordinating and providing reservations and ticketing assistance to customers during irregular operations.

Key Responsibilities:

1. Global Reservation and Ticketing (R&T) support to stations

  • Support stations as an R&T escalation point by manning internal duty phone lines
  • Provide prompt and effective assistance to stations, ensuring passengers at the airport are assisted efficiently, by finding alternatives and exercising empowerment to minimize further disruption to passengers.

2. Proactive servicing to customers impacted by IRROPS

  • Monitor flight schedules to detect any onward misconnections due to delays of flights ex-Singapore
  • Perform proactive rebooking of passengers who will misconnect their onward flights using the system, to enable passengers to arrive at their final destination as soon as possible.
  • Support 24/7 Scoot interline disruptions within the network.

3. Support other Business Units' operational needs

  • Provide R&T assistance when schedule changes result in flight delays, cancellations, overbookings, involuntary downgrades, and/or aircraft changes.
  • Perform outbound calls to premium passengers to service their disrupted bookings, which include offering service recovery to the affected passengers.
  • Coordinate outbound calls with the contact centre vendor for the rest of the affected passengers.
  • Report the status of the outbound calls to the Customer Care Managers.

4. Additional Business Continuity Plan (BCP) support during massive disruptions

  • Manage internal and external BCP lines during massive disruptions – internal BCP lines for station escalations, and external BCP lines for passengers who are on the ground.

Requirements:

  • Diploma in any discipline
  • Excellent telephone etiquette
  • Good written and verbal communication skills
  • Proactiveness in providing personalized services
  • Resourcefulness in seeking solutions to challenging customer situations
  • Ability to work in a fast-paced and stressful environment
  • Able to handle data and statistics

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