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Urgent! Senior Officer, Customer Relations Job Opening In Singapore, Singapore – Now Hiring SMRT Corporation Ltd

Senior Officer, Customer Relations



Job description

Job Purpose


1.

This position is part of the Customer Relations team supporting feedback for Bus, Trains and Taxis.

2.

Manage and handle customer feedback, which maybe sensitive in nature.

3.

Liaise with internal departments for case investigation and provide resolution.


Responsibilities


• Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.

• Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.

• Ensure all feedback handled is logged in the CRM and managed until closure.

• Resolve cases with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPIs.

• Able to be activated for crisis communications.

• Ad hoc visits or meetings with customers, when necessary to ensure case resolution.

• Other tasks and assignments by management.


Qualifications & Work Experience


Skills


• Possess a strong customer service disposition.

• Excellent verbal and written communication.

• Able to handle challenging situations with a view towards amicable resolution.

• Able to work well within a team and has positive mindset.

• Experience with using Microsoft Office Applications and CRM systems.


Required Skill Profession

Information And Record Clerks



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