Job Description

At Delta Air Lines, we are focused on building an organization operated by people with an unwavering commitment to superior customer experience to further position Delta as the world\'s most trusted airline in the eyes of our employees and customers.

As a Customer Experience Specialist, you will join a service and sales focused team in high energy call center environment, focused on listening to, caring for and connecting with customers. In this position, you will answer calls in an efficient, courteous and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates should demonstrate the desire to make our customer\'s travel not only superior but memorable.

This position is full-time with comprehensive health and wellness benefits, performance incentive programs, and Delta\'s industry-leading travel privileges. Successful candidates will form a hiring class scheduled to start May/Jun 2023 in our Singapore Engagement Center.

Life at our Singapore Customer Engagement Center:

• Centrally located at the Singapore Post Center 2 minutes away from Paya Lebar MRT station, surrounded by 3 shopping malls, entertainment, and 24-hour food center 5-7 minutes away
• Modern break room offering snacks and beverage options and free Wi-Fi
• Community engagement activities within Singapore as well as participation with Relay for Life and Day of Hope, Breast Cancer Research Foundation (BCRF), and Family Fun Day
• Delta employees, spouse/children can take advantage of interline agreements that provide space available travel at a reduced rate on many other airlines from around the world.
• Discounts available to global attractions, hotels and cruises through Delta Perks!

Job Summary:

Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important, which is accomplished by:

• Effectively listening
• Quickly identifying and owning customer issues
• Actively search for solutions to problems
• Making quality decisions
• Interacting with a globally diverse group of customers and colleagues

Specialists sell travel related services, including car rental and credit card vendor partner products. Customer Experience Specialists demonstrate strong verbal and written communication skills, a professional attitude, excellent dependability, the ability to handle stressful situations, possess strong computer skills, flexibility in a fast-paced environment, and the ability to learn and react quickly. Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements.

Employees will have future opportunities to progress to specialty teams that respond to customer escalations or resolve complex international ticketing issues. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.

Compensation and Training:

Effective 1 July 2023, the Customer Experience Specialist starting monthly basic salary is SGD2,682.00. After which, your total monthly basic will increase to SGD2,736.00 on 1 October 2023. The position is also eligible for performance-based incentive after 6 months\' probation, shift premium for PM shifts, monthly shared rewards if company meets KPIs and annual pay increases.

Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures.

After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Employees bid on preferred shifts every 3-4 months. New hires are often awarded PM shifts with midweek days off until they are able to hold different shifts based on seniority. Delta is a 24/7 operation, and we will always have customers that need us.

What You Need to Succeed (Minimum Qualifications):

• O-level educational qualification (Singaporean) with a credit in English or higher/ Diploma or Degree.
• Possess correct legal documentation to live and work in Singapore
• Be fluent written and verbally in English
• This role requires computer skills and comfort with navigating software applications, email, instant messaging, and internet searches.
• Must be able to demonstrate clear and courteous verbal and written communication using appropriate grammar, tone, and pronunciation
• Must have a flexible schedule as this position will require you to work weekends, holidays and including night shift

What Will Give You a Competitive Edge (Preferred Qualifications):

• At least one year of experience working in sales
• At least one year of experience providing customer service

Additional Information

Career Level

Entry Level

Qualification

Higher Secondary/Pre-U/\'A\' Level

Years of Experience

3 years

Job Type

Full-Time

Job Specializations

,

Company Overview

Our mission at Delta Air Lines is to build an airline operated by people whose commitment to service ensures our customers will always choose to fly Delta. We are seeking qualified people to create a memorable experience for our customers by answering their calls in an efficient, courteous, and accurate manner or by working on customer reservations and administration of customer travel needs through calculating the cost of the reservation, issuing of tickets and booking alternate flight schedules while meeting all Delta and U.S. Department of Transportation (DOT) compliance requirements.

Additional Company Information

Registration No.

T09FC0090B

Company Size

501 - 1000 Employees

Average Processing Time

1 day

Industry

Aerospace / Aviation / Airline

Benefits & Others

To be discussed, Business Casual, Shift Work

Singapore Post