Global Sales Operations Associate

at  Singapore Airlines

JOB DESCRIPTION

The successful candidate will be part of SIA’s Global and Corporate Sales Department, Sales & Marketing Division. The Sales Operations Associate will be responsible for providing Sales Operations vendor with an escalation contact to make operational decisions, drive performance, conduct servicing information updates for all B2B Sales Operations matters. He/she will also be required to ensure effective management of contact centre escalation issues to resolve customers’ concerns and regain their confidence and highlight customer issues for review with respective BUs for service improvements.

REQUIREMENTS

• Diploma in any discipline
• Relevant experience in customer service, hospitality/airline industry or equivalent
• Able to make operational decisions and drive performance
• Familiar with B2B Sales Operations processes in aviation industry
• Experience in reservation & ticketing systems
  We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified

1. Operational Support

• Review and track escalated cases originating from all sources across all B2B channels
• Make operational decisions to advise on appropriate handling for escalated Sales Operations cases
• Monitor and drive operational performance and case management of Business Process Outsourcing (BPO)

1. Investigation and Sales or Service Recovery

• Conduct and / or support investigation of customer complaints / abuse of privileges by B2B customers
• Provide recommendations or undertake corrective actions / service recovery to resolve escalated cases
• Track operational performance and case management issues faced by BPO and provide recommendations to enhance efficiencies

1. Briefing and Coaching of Sales Operations Vendor

• Discuss with relevant stakeholders on latest comms and circulars
• Coaching of relevant stakeholders on operational issues as well as any servicing information updates.