Customer Experience Specialist – Singapore
2 weeks ago
Overview
Delta Air Lines seeks Customer Experience Specialists to join our call center-based team in Singapore. In this role, you will assist customers by answering calls, handling reservations and administration of travel needs, while meeting Delta and U.S. Department of Transportation (DOT) compliance requirements.
Delta emphasizes connection with customers and delivering an elevated travel experience. We are looking for motivated individuals to join our growing team and help create memorable experiences for Delta customers.
Responsibilities- Work 5 days within Monday to Sunday
- Answer calls in an efficient, courteous, and accurate manner
- Assess customer needs
- Offer solutions and additional products
- Interact with a globally diverse group of customers and colleagues
- Build customer relationships and ensure timely response and resolution of issues
- Perform all tasks related to effective customer service for passengers regarding their flight arrangements
- Sell travel-related services and promote credit card vendor partner products
- Optimize booking opportunities and promote member retention and loyalty
- Maintain a professional attitude with dependability and flexibility in a fast-paced environment
- Able to learn and react quickly
- Embraces diverse people, thinking and styles
- Safety and security of self and others as a priority
- Must be a Singapore citizen or Singapore Permanent Resident
- Excellent command of spoken and written business English
- Computer skills and comfort with navigating software applications, email, instant messaging, and internet searches
- Excellent telephone etiquette, good written and verbal communication skills
- Accountable for meeting individual KPIs and team goals
- Flexible schedule, including weekends and holidays
Employees will have opportunities to progress to specialty teams that respond to escalations or resolve complex international ticketing issues. Specialists may also assist customers via social media platforms as Delta expands its channels.
Compensation and TrainingThe starting pay is SGD 3,100 per month. The position is eligible for performance-based incentives after six months' probation, shift allowances, monthly rewards if KPIs are met, and annual pay increases.
Successful candidates will participate in a comprehensive classroom and on-the-job training, including instruction, observation, exams and performance measures.
Shift and SchedulingAfter training, shifts may differ from training shifts and will include two consecutive days off (likely midweek). New hires will bid on shifts after training and may swap shifts to fit schedules. Delta operates 24/7 to serve customers at all times.
Preferred Qualifications- Diploma holders or equivalent and/or relevant work experience in a contact centre environment
- Opportunities to earn additional monthly performance incentives after completing six months of probation
- Industry-leading profit sharing
- Diverse and inclusive culture with an open-door policy
- Comprehensive health, dental, and life benefits
- Paid training with instruction, observation, exams, and performance measures
- Unlimited flight benefits on Delta and discounted fares on other participating airlines
- Career development programs
- Mental health counseling sessions per year for employees and household members
If you believe you are the one we are seeking, apply here and attach your resume detailing qualifications, experience, and current and expected salary.
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