Associate, Operations Control Centre

1 week ago


Singapore SMRT Corporation Ltd Full time

Associate, Operations Control Centre

**Job Purpose**
Provide excellent customer service in an efficient and effective manner.
- Work location will be at Woodlands Depot

**Responsibilities**
Efficient Management
- To meet minimum target set for successful calls for all hotlines
- To assist department in meeting its Key Performance Indicators
- To provide feedback to superiors to enhance the efficiency of work flow and work methods
- To adhere to roster planned in accordance to operational requirements
- Involved in Project Management to ensure user requirements are meted out and involvement in UAT (User Acceptance Testing).

Excellent Customer Service
- To fulfil booking requests for customers
- To ensure customers’ and taxi partners’ satisfaction by providing friendly and personalized services
- To handle customers’ and taxi partners’ feedback in a timely, courteous, and accurate manner
- To execute service recovery to customers such as complimentary replacement taxi in the event of accident or breakdown of taxis with passengers
- To assist passengers with the retrieval of lost items in our taxis
- Possess good communication skills and astute ability to understand customers’ requirements
- Responds effectively in a stressful and fast paced work environment

Others
- Any other tasks and assignments given by superior as part of training and development
- Able to work under mínimal supervision
- Able to work 3 rotating shifts

**Qualifications & Work Experience**
- Minimum GCE ‘N’/‘O’/'A' level with at least 1-year customer service experience
- Comfortable to do night shift work
- Able to converse fluently in English

**Skills**
Technical skills include:

- Good typing speed
- Able to toggle effectively over multiple communication channels
- IT savvy

Generic skills include:

- Excellent multitasking skills
- Team player



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