Associate/senior Associate Ground Experience

2 weeks 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 the following products:
A) 1Point, a case & knowledge management system: 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. The knowledge management module is a rich information store of SIA’s products, services and processes/procedures, which provides intelligent suggestions on relevant articles based on the case nature, while allowing the staff to easily search for information.
B) 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. The refunds services automate processing of the refund requests submitted through the online form. Both products are being enhanced to cover more transaction types.

**Key Responsibilities include**:

- Assisting in the development of user stories, impact mapping and user journey.
- Writing test cases and conducting testing.
- Ensure that production loads are smoothly implemented for new features or enhancements.
- 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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