Job Description

Job Purpose

1. Supervise SMRT\'s Customer Relations team that oversees handling escalated and sensitive feedback.
2. Guide and direct the Customer Relations team towards achieving operational goals.
3. Determine work procedures, schedules, and workflow for the Customer Relations team.
4. Develop and document standard procedures and policies for improving the service provided to customers.
5. Work and guide the Contact Centre outsourced vendor in handling escalated feedback promptly and with high standards.

Responsibilities

1. Overseeing and assessing Customer Relations staff activities and providing them with regular performance-related feedback.
2. Provide supervision and technical assistance to the Customer Relations team to attain departmental and organisational goals.
3. Strategising and monitoring the daily activities of Customer Relations operations.
4. Training staff in areas of customer service and company policies.
5. Assisting with developing and implementing service policies and explaining these to staff.
6. Develop and update documentation of Customer Relations procedures and work instructions.
7. Provide and maintain reports when required.
8. Handle escalated cases and ensure case closure promptly.
9. Handle injury and claim cases independently with a view to case resolution.
10. Conduct meetings with managers to discuss process improvements and issues.
11. Assist in corporate projects when required.
12. Maintain in-depth working knowledge of the company\'s brands, systems and processes.
13. Vetting draft response emails for grammar, tonality and relevance while ensuring that each response is of a high standard.
14. Perform monthly quality audits to ensure that cases handled comply with SOP and of high standards.
15. Other tasks and assignments by management.
16. Assume Customer Relations Care Officer role on rotation; 24/7 while on duty.
17. Able to be activated 24/7 for crisis communications.

Qualifications & Work Experience

• Degree or relevant industry qualifications.
• Proficient in English and a Mother Tongue language to communicate effectively with customers.
• At least three years of relevant working experience in a Call Centre and Customer Service environment with supervisory experience.
• 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.

Skills

• Advanced knowledge and experience with using Microsoft Office applications, particularly MSWord, 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 \xe2\x80\x93 we take care of you and your well-being. Your Work Matters \xe2\x80\x93 your ideas and contributions work towards building the future of our transport system and create positive impacts to the community. Your Development Matters \xe2\x80\x93 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 Lifestyles

Core Values
Respect, Integrity, Service & Safety, Excellence

SMRT Corporation