Customer Relations Officer, Call Centre

4 weeks ago

Singapore SimplyGo Pte Ltd Full time
About the role

SimplyGo Pte Ltd is looking for a customer-focused and service-oriented Customer Relations Officer to join our call centre team. In this full-time role, you will be the first point of contact for our commuters, handling a variety of queries via inbound calls, emails, and follow-up communications. Your ability to deliver timely and effective support will help shape a positive commuter experience across Singapore's public transport network. The role is based in our main office at Tanjong Pagar.

What you'll be doing
  • Attend to customer enquiries primarily via incoming calls on the hotline, as well as through other channels such as email.
  • Understand and assess customer needs to provide accurate, timely, and satisfactory responses.
  • Handle a wide range of call types, including:
    • Concession card-related matters (e.g. card loss, replacement, application/extension issues)
    • Claims filing (e.g. over-deductions, failure to exit, duplicate charges)
    • Point-to-point travel enquiries
    • SimplyGo system issues (e.g. fare mismatches, technical problems)
    • EZ-Link products and services
  • Perform outbound calls to customers who request callbacks.
  • Ensure accurate logging of all interactions in the call centre system.
  • Consistently meet or exceed Key Performance Indicators (KPIs), including call volume targets (e.g. 50 inbound calls/day), average handling time, and quality assurance standards.
  • Maintain a positive, patient, and professional approach in all customer interactions.
  • Be willing to work on weekends and perform overtime when required.
  • Support other ad hoc duties assigned by Team Leaders or Supervisors.
What we're looking for
  • Prior experience in a call centre environment is highly preferred; candidates with general customer service experience are welcome.
  • Strong interpersonal and communication skills with a customer-first mindset.
  • Self-motivated and capable of working independently with minimal supervision.
  • A proactive team player who is adaptable and able to thrive in a dynamic, fast-paced environment.
  • Strong attention to detail and ability to follow processes accurately.
  • Comfortable handling high call volumes and multitasking effectively.
What we offer

At SimplyGo, we value our employees and strive to create a supportive and inclusive work environment. We offer a competitive salary, comprehensive benefits package, and opportunities for professional development and career advancement. You\'ll also enjoy a range of wellbeing initiatives, including flexible work arrangements and health programs.

About us

A wholly owned subsidiary of the Land Transport Authority (LTA), SimplyGo provides transit ticketing and travel card-related services.

A key player in the Singapore public transport ecosystem, we act as an intermediary between commuters and stakeholders such as regulators, public transport operators and card issuers.

Our innovative initiatives simplify journeys while creating value for commuters. Through the SimplyGo app, we ensure seamless customer journeys via trusted payment solutions and ticketing services.

If you\'re excited about this opportunity in making a positive impact on the communities we serve and want to be a part of our growing team, apply now .

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