Job Description

Job Purpose

(1) To assist the Team manager to:
A. Manage feedback-handling quality
B. Manage Outsourced Contact Centre vendor, CRM vendor or other vendors engaged by Customer Relations
C. Drive achievement of high customer satisfaction through consistent high standards of feedback handling
D. Collate statistics for performance management and periodic reporting
E. Develop and document standard procedures and policies regarding quality and vendor management

(2) To Hold Care Officer duty phone on a rostered basis to handle serious injury cases.

Responsibilities

• Execute programs to monitor the SMRT CR team and vendor's adherence to SOP and Quality standards.
• Conduct audits of cases handling and engagement with passengers through all platforms
• Identify gaps in quality and propose / implement necessary corrective actions.
• Manage customer satisfaction measurement process
• Help to review and set performance standards for feedback handling.
• Help to review performance management initiatives such as Audits etc.
• Accurate and timely measurement and reporting of KPIs
• Accurate and timely imposition of Liquidated Damages on vendor
• Review and document policies and procedures of the QVM team
• Assist with coaching sessions of team members, when needed.
• Work with CRM vendor to resolve issues and implement enhancements, where necessary
• Collate and analyse performance data.
• Prepare periodic performance reports.
• Respond to RIMP / BIMP / BIOG when needed.
• Maintain in-depth working knowledge of the company's brands, systems and processes.
• Assume CR Care Officer role on rotation; 24/7 while on duty.
• Respond to crisis communications according to SOP.
• Handle any other duties assigned by team manager or management

Qualifications & Work Experience

• Diploma or Degree or relevant industry qualifications.
• At least three years of relevant working experience in a Call Centre and Customer Service environment with supervisory experience.

Skills

• Proficient in English and a Mother Tongue language.
• Possess a strong Customer Service disposition and mindset
• Communicative, analytical and creative team player who can address customers' issues effectively and achieve high levels of customer satisfaction
• Able to work independently under challenging situations to reach an amicable outcome.
• Advanced knowledge and experience with using Microsoft Office applications, particularly MS Word, Excel, Powerpoint, Visio and CRM systems.

SMRT Trains Ltd was incorporated in 1987 and operates Singapore's first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.

About SMRT Corporation

SMRT Corporation Ltd (SMRT) is a public transport services provider. Our primary business is to manage and operate train services on the North-South Line, the East-West Line, the Circle Line, the new Thomson East-Coast Line and the Bukit Panjang Light Rail Transit. This is complemented by our bus, taxi and private hire vehicle services.

An exciting and rewarding career is waiting for you at SMRT. Join us and embark on a journey that matters. You Matter - we take care of you and your well-being. Your Work Matters - your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters - we offer diverse careers and learning opportunities for our people to grow you to the fullest of your potential.

Come onboard the SMRT journey today.

Vision
Moving People, Enhancing Lives

Core Values
Respect, Integrity, Service & Safety, Excellence