Customer Care Executive/Senior Executive/Assistant Manager

4 weeks ago

Singapur, Singapore Singapore Airlines Full time

Job Description

The successful candidate will be part of the Customer Contact Services Department in SIA's Customer Services & Operations Division. The successful candidate will be responsible for managing and continuously improving department wide business processes related to Salesforce CRM system to support organization goals and objectives. 

Key Responsibilities:

Collaborate with cross-functional teams and stakeholders, to understand business needs. Assess, and establish new / enhanced standard streamlined process workflows which can be easily executed and able to maximize operational efficiency Create and maintain process documentation, including standard operating procedures and other related process documentation Conduct regular business process audits to ensure processes are followed accurately and deliverables meet required benchmarks Monitor process performance and prepare management reports to share key findings on process performance and feedback on user experience Work with analytics team and take a data driven approach to review process performance trends, analyze performance metrics, and identify areas for improvement Lead process enhancement initiatives, identifying process bottlenecks, and recommending strategies to optimize productivity, efficiency and enhance overall performance Drive implementation and change management activities for new / enhanced process rollouts, including the design and co-ordination of pilot trials, business user testing (as required), and measure the impact of implemented solutions Act as the key subject matter expert for Salesforce CRM system business processes. Responsible to address any questions or queries promptly, and assist in process investigations, working with internal and external customers to resolve specific issues and determine root causes Continuously seek process automation opportunities for any manual processes thru close collaborations with internal technology and IT support teams, leveraging on new and emerging technology

Requirements

Passion for process improvement, exceptional organizational and analytical skills Bachelor’s degree preferably in Operations, Engineering related field Good Working knowledge of MS Office tools Knowledge of Lean methods and Six Sigma tools Hands-on operational experience using Salesforces CRM with project and process management experience Able to work well with diverse team members, and adherence to deadlines Comfortable with process automation tools, CRMs, and other relevant programs Ability to work in a fast-paced environment Detail-orientated and demonstrate excellent active listening and communication skills Able to articulate complex concepts in a manner which is understood by stakeholders and end users

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