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 February 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

Local 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:

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.

Your health and safety:

Our values-based culture puts people at the heart of every decision. Since the beginning of the pandemic, protecting Delta people, their families, our customers, candidates and making your health and safety our first priority has been the driving force behind every decision we have made.

We adhere to the latest Local Ministry of Health (MOH) Guidelines. Temperature checks/screenings are performed at every Delta facility before entry. In addition, Delta requires wearing a mask while in the office, staying 1 meter apart and practicing good hygiene.

In our office, we have designated and socially distanced desk positions, weekly misting/fogging as well as enhanced cleaning in all areas of the Delta premises.

What You Need to Succeed (Minimum Qualifications):

O-level educational qualification 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, pleasant, 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 Summary of role requirements:

• Looking for candidates available to work on weekdays, Saturdays and Sundays
• 2-3 years of relevant work experience required for this role

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Additional Information

Career Level

Not Specified

Qualification

Not Specified

Job Specializations

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Singapore Post