Associate/senior Associate Ground Experience

6 days ago

Singapore Singapore Airlines Full time

If you love technology and want to be part of the team exploring innovations that will enable SIA to deliver industry-leading customer services and operations on the ground, Ground Experience Development (GED) is the place for you. Customer Contact Experience (CCE) is a section in GED that identifies and delivers digital solutions for SIA’s various customer contact touchpoints, such as contact centres and feedback handling units. You will support one or more projects/products that are managed by CCE, which include the following:
1. Case & Knowledge Management System, 1Point: 1Point captures customer interactions across all touchpoints. It provides frontline staff with accurate, relevant and timely information about the customer and his/her interactions with SIA.

2. Chatbot & Chats: Kris is SIA’s chatbot, and has been trained to help customers with a range of common travel related enquiries, such as flight status, check baggage allowance and lounge eligibility. We work closely with the contact centres to identify opportunities to offer proactive live chat assistance in SIA’s online channels, for a more seamless and improved customer experience.

3. Miles and Voucher Issuance System, MAVIS: MAVIS is a central system that facilitates the electronic issuance and redemption of SIA vouchers and miles.

4. Communications Management Framework (CMF) & Screen and Call Recording (SCR): CMF is the backbone system for contact centres to handle voice calls and SMS. It includes an Interactive Voice Response (IVR) flow and is integrated with 1Point, providing a single interface for agents to handle customer interactions.

5. Payments & Refunds: Self-Service Payment Solution (SSPS) is a 3D Secure (3DS) online payment service that provides chargeback protection. It allows contact centres to collect payment securely for transactions made via voice call and live chat.

Key Responsibilities include:

- Assisting in the development of user stories, impact mapping and user journey.
- Writing test cases and conduct testing.
- Ensuring that production loads are smoothly implemented for new features or enhancements.
- Training and refining Chatbot to assist customers in specific topics.
- Identifying the topics that are of value to the customers.
- Improving Chatbot usage.
- Supporting reporting and statistics generation where relevant.
- Managing the system access and providing basic troubleshooting before guiding users to log an incident ticket for advanced technical assistance.
- Handling administrative and other ad hoc tasks.

**Requirements**:

- Diploma in any discipline.
- It will be an advantage, though not necessary, to have experience in Agile, customer services or contact centre operations.
- Self-driven with strong problem solving skills.
- Strong analytical skills with keen attention to details.
- Good communications and interpersonal skills.
- Service and customer oriented.
- IT savvy.

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