Customer Experience Specialist

How you'll help us Keep Climbing (overview & key responsibilities)
**Vision**: Deliver world-class service to all customers. 
**Mission**: Make every customer feel like the most valued person. 
**Delta’s Brand Beliefs**:

- Welcoming, we treat everyone like a guest in our home, making safety and comfort a priority
- Elevated, we strive to exceed expectations through teamwork, focusing on every detail and delighting in unexpected ways
- Caring, we put ourselves on the other side of the counter, aisle or phone, always leading with empathy and kindness 

At Delta Air Lines, we are focused on building an organization operated by people with a dedicated commitment to superior customer experience to further position Delta as the world’s most trusted airline in the eyes of our employees and customers. 
Take a look at Delta’s behind the scenes Customer Experience Specialist [1] Job Preview Video.
**Job Summary**:  
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, which is accomplished by:  
- Effective listening 
- Quickly identifying and owning customer issues 
- Actively search for solutions to problems 
- Making quality decisions 

**In this position, you will**:  
- 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 
- Specialists sell travel related services and promote credit card vendor partner products 
- Demonstrate strong verbal and written communication skills 
- Possess strong computer skills 
- 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 

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' probation period, shift allowances, monthly rewards if company meets Key Performance Indicators (KPIs), and annual pay increases. 
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. Employees bid on preferred shifts every 3-4 months. New hires are often awarded PM 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. 
References
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What you need to succeed (minimum qualifications)
- Embraces diverse people, thinking and styles
- Consistently makes safety and security, of self and others, the priority
- Possess correct legal documentation to live and work in Singapore
- Must be a Singapore citizen
- Be fluent written and verbally in English
- Must be able to demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation
- Must have a flexible schedule as this position will require you to work weekends, holidays and including night shift

What will give you a competitive edge (preferred qualifications)
- One year of experience working in sales, and at least one year of experience providing customer service

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:

- Competitive salary, industry-leading profit sharing, and 401(k) with generous direct contribution and company match
- Comprehensive health & wellness benefits including medical, dental, vision, short/long term disability and life benefits
- Paid training includes instruction, observation, exams and performance measures
- Domestic and International Flight privileges for employees and eligible family members
- Career development programs are available for your long-term career goals
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