Customer Experience Specialist

12 hours ago

Singapore Delta Air Lines Full time

Overview
Delta Air Lines seeks Customer Experience Specialists to join our call center-based team in Singapore. In this role, you will assist customers by answering calls, handling reservations and administration of travel needs, while meeting Delta and U.S. Department of Transportation (DOT) compliance requirements.
Delta emphasizes connection with customers and delivering an elevated travel experience. We are looking for motivated individuals to join our growing team and help create memorable experiences for Delta customers.
Responsibilities
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 tasks related to effective customer service for passengers regarding their flight arrangements
Sell travel-related services and promote credit card vendor partner products
Optimize booking opportunities and promote member retention and loyalty
Maintain a professional attitude with dependability and flexibility in a fast-paced environment
Able to learn and react quickly
Minimum Qualifications
Embraces diverse people, thinking and styles
Safety and security of self and others as a priority
Must be a Singapore citizen or Singapore Permanent Resident
Excellent command of spoken and written business English
Computer skills and comfort with navigating software applications, email, instant messaging, and internet searches
Excellent telephone etiquette, good written and verbal communication skills
Accountable for meeting individual KPIs and team goals
Flexible schedule, including weekends and holidays
Employees will have opportunities to progress to specialty teams that respond to escalations or resolve complex international ticketing issues. Specialists may also assist customers via social media platforms as Delta expands its channels.
Compensation and Training
The starting pay is SGD 3,100 per month. The position is eligible for performance-based incentives after six months' probation, shift allowances, monthly rewards if KPIs are met, and annual pay increases.
Successful candidates will participate in a comprehensive classroom and on-the-job training, including instruction, observation, exams and performance measures.
Shift and Scheduling
After training, shifts may differ from training shifts and will include two consecutive days off (likely midweek). New hires will bid on shifts after training and may swap shifts to fit schedules. Delta operates 24/7 to serve customers at all times.
Preferred Qualifications
Diploma holders or equivalent and/or relevant work experience in a contact centre environment
Benefits and Perks
Opportunities to earn additional monthly performance incentives after completing six months of probation
Industry-leading profit sharing
Diverse and inclusive culture with an open-door policy
Comprehensive health, dental, and life benefits
Paid training with instruction, observation, exams, and performance measures
Unlimited flight benefits on Delta and discounted fares on other participating airlines
Career development programs
Mental health counseling sessions per year for employees and household members
If you believe you are the one we are seeking, apply here and attach your resume detailing qualifications, experience, and current and expected salary.
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