Customer Experience Specialist

How you'll help us Keep Climbing (overview & key responsibilities)
At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all our customers during their travels with us and aim to deliver an elevated experience.
We are seeking Customer Experience Specialists to join our high-energy call center-based team in Singapore. In this role, you will create memorable experiences for Delta customers by answering their calls in an efficient, courteous and accurate manner or by working on customer reservations and administration of customer travel needs through calculating the cost of the reservation, issuing of tickets and booking alternate flight schedules while meeting all Delta and U.S. Department of Transportation (DOT) compliance requirements.
There are 100,000+ reasons to join Delta—every one of our employees has their own. Some of us want to explore new places. Some are here to explore our own career potential. Some are curious about other cultures, while others want to make a difference where they are. There’s a whole world out there—and another one right here within Delta. Which means that whatever keeps you climbing, you’ll discover it with us. We are looking for motivated individuals to join our growing team
Summary of responsibilities (not comprehensive of all tasks):
Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important.
*In this position, you will have to:*
Work 5 days within Monday to Sunday
Answer calls in an efficient, courteous, and accurate manner
Assess customer needs
Offer solutions and additional products
Interact with a globally diverse group of customers and colleagues
Build customer relationships and ensure timely response and resolution of issues
Perform all jobs related to effective customer service to our passengers regarding their flight arrangements with our airline.
Sell travel related services and promote credit card vendor partner products
Optimize booking opportunities and promoting member retention and loyalty
Have a professional attitude with excellent dependability, flexibility in a fast-paced environment, and the ability to handle stressful situations
Able to learn and react quickly
What you need to succeed (minimum qualifications)
Embraces diverse people, thinking and styles
Consistently makes safety and security, of self and others, the priority
Must be a Singapore citizen or Singapore Permanent Resident
We are looking for individuals that have an excellent command of spoken and written business level of English
Computer skills and comfort with navigating software applications, email, instant messaging, and internet searches
Excellent telephone etiquette, good written and verbal communication skills
You will be accountable for meeting individual Key Performance Indicator (KPIs) and team goals.
Must have a flexible schedule as this position will require you to work weekends, holidays
Employees will have future opportunities to progress to specialty teams that respond to customer escalations or resolve complex international ticketing issues. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook, or other emerging social media platforms.
*Compensation and Training:*
The starting pay for this position is SGD 3,100 per month. The position is also eligible for performance-based incentives after six months' probationperiod, shift allowances, monthly rewards if the company meets Key Performance Indicators (KPIs), and annual pay increases.
Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures.
After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off, likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Swaps will be available after shift bid are finalized to allow flexibility for employees to manager their work schedules.
Employees bid on preferred shifts every 3-4 months. New hires are often awarded AM shifts with midweek days off until they are able to hold different shifts based on seniority. Delta is a 24/7 operation, and we will always have customers that need us.
What will give you a competitive edge (preferred qualifications)
Preferred Diploma holders and above and/or have relevant work experience in a contact centre environment
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
Opportunities to earn additional monthly performance incentive after completing the six-month probation period
Industry-leading profit sharing
A diverse & inclusive culture of People Engagement and an Environment of Open Door Policy
Comprehensive health & wellness benefits including medical, dental, and life benefits
Paid training includes instruction, observation, exams and performance measures
Unlimited flight benefits on Delta & Discounted Fares on Other participating Airlines under the Zonal Employee Discount Program
Career development programs are available for your long-term career goals
Exclusive access to 12 free mental health counseling sessions per year for employees and their household members
If you believe you are the one we are seeking, apply here and attach your resume giving full details of qualifications, experience as well as current and expected salary.
Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here
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