Customer Affairs Associate / Supervisor

at  Singapore Airlines

JOB DESCRIPTION

The successful candidate will be a part of the Customer Affairs Department, under the Customer Services & Operations Division. The Customer Affairs Associate / Supervisor is responsible for responding to customer feedback to regain customer confidence, and supports the department with special portfolios.

REQUIREMENTS

• A diploma in any discipline
• Experience in customer feedback handling and customer service
• Experience in communications-related work
• Strong language and writing skills

• Reaching closure of passenger complaints through quality responses via emails or phone calls, and service recovery, where appropriate
• Conducting thorough investigations into customer issues, and giving appropriate responses and assessing service recovery (if any) needed to appease irate customers.
• Meeting customers’ expectations for service recovery within reasonable limits. These expectations have to be managed sensitively, with empathy and sincerity in seeking an amicable solution.
• Providing meaningful inputs contributing to service and process improvements.
• Raising passengers issues to the Service Culture & Quality department for review
• Shares investigation and product and service information to other case owners to add to their domain knowledge
• Effective management of special portfolios as assigned such as:
• Baggage Handling
• Service Observations
• Pro-active SR Handling