Customer Contact Services

Found in: Talent SG C2 - 2 weeks ago

Singapur, Singapore Singapore Airlines Full time

Job Description

The successful candidate will join Customer Contact Services Department (CCSD) in Customer Services & Operations Division. At CCSD delivering excellent Customer Service is key to help differentiate & position us as a Global leader in our industry. He/she will be responsible for monitoring, analyzing, and working in collaboration with in-house operations and vendor Contact Centre quality teams to ensure high compliance to Reservations & Ticketing Quality Standards, to improve the quality of service to customers. He/she will play a key role in improving customer experience, by ensuring a clear understanding & high compliance to Res & Ticketing Quality Standards, and providing insights on key areas of opportunities to elevate the level of service.

Key Responsibilities include:

1. Evaluation of Customer Experiences

Monitors and evaluates quality evaluations submitted by internal and vendor quality teams, to ensure Quality & Service Standards, are consistently being practiced & adhered to by frontline agents Periodically review Quality & Service Standards, to validate / provide inputs to ensure that key areas impacting the Service experience is catered for Ensures Res & Ticketing Quality & Service Standards are updated and made available to key stakeholders in a timely manner

2. Performance Improvement

Engage with centers on a regular basis to conduct briefing sessions with Operations to share areas of improvement. Provide specific, actionable, feedback to Contact Centre Managers & Vendor Quality Teams, regarding areas of strength and opportunities for performance improvement. Partner with PQM training team, as appropriate, and participate in service delivery training

3. Reporting & Analysis of Data on Customer Experiences

Provides regular reports with in depth insights on trends / observations from quality monitoring (drivers of poor quality) and make recommendations for continuous improvement Lead / Assist in Special Projects / Campaigns to promote Service Excellence, drive Change Management Activities & enhance Customer Experience

4. Supporting Management in Improving Quality

Provides support to monitor and track Service Level Agreements (SLAs) and hygiene of the Quality Management Framework Lead, administer & facilitate calibration sessions to ensure clear & consistent understanding of Quality & Service Standards across centers Work closely with in-house operations and vendor Call Centre quality teams, to reduce levels of variance in applying / using Quality Service Standards Plays a key role in helping to achieve Standardized Global Experience through identification of different processes cross markets & Standards, and highlight best practices to Process Team for prioritization / review / implementation across centers Recommends improvements to the policies and procedures which affect customer service Assists and provides back-up with other duties, as assigned

Requirements

Diploma in any discipline At least 3 years of quality assurance experience, in contact center setting In-depth understanding of Reservations & Ticketing internal processing systems, internal controls, and regulations Good interpersonal & communication skills (Oral & Written) Proficient in all MS Office applications and good presentation skills Deep understanding of contact center QA best practices (Multi Channels, calibration, etc.)

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