Customer Relations Officer, Customer Relations Management
1 week ago
**About the role**
**What you'll be doing**
- Understand and assess customer needs to provide accurate, timely, and satisfactory responses.
- Handle a wide range of call types, including:
Claims filing (e.g. over-deductions, failure to exit, duplicate charges)
Point-to-point travel enquiries
SimplyGo system issues (e.g. fare mismatches, technical problems)
EZ-Link products and services
- Perform outbound calls to customers who request callbacks.
- Ensure accurate logging of all interactions in the call centre system.
- Consistently meet or exceed Key Performance Indicators (KPIs), including call volume targets (e.g. 50 inbound calls/day), average handling time, and quality assurance standards.
- Maintain a positive, patient, and professional approach in all customer interactions.
- Be willing to work on weekends and perform overtime when required.
- Support other ad hoc duties assigned by Team Leaders or Supervisors.
**What we're looking for**
- Strong interpersonal and communication skills with a customer-first mindset.
- Self-motivated and capable of working independently with mínimal supervision.
- A proactive team player who is adaptable and able to thrive in a dynamic, fast-paced environment.
- Strong attention to detail and ability to follow processes accurately.
- Comfortable handling high call volumes and multitasking effectively.
**What we offer**
At SimplyGo, we value our employees and strive to create a supportive and inclusive work environment. We offer a competitive salary, comprehensive benefits package, and opportunities for professional development and career advancement. You'll also enjoy a range of wellbeing initiatives, including flexible work arrangements and health programs.
**About us**
A wholly owned subsidiary of the Land Transport Authority (LTA), SimplyGo provides transit ticketing and travel card-related services.
A key player in the Singapore public transport ecosystem, we act as an intermediary between commuters and stakeholders such as regulators, public transport operators and card issuers.
Our innovative initiatives simplify journeys while creating value for commuters. Through the SimplyGo app, we ensure seamless customer journeys via trusted payment solutions and ticketing services.
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