Job Description

Job Purpose

Ensuring STEL delivers the highest standards of customer satisfaction. Handle service quality matters and improve service excellence in terms of a better customer experience for commuters.

Responsibilities

\xef\x82\xb7 Provide support in handling commuter feedback for STEL.

\xef\x82\xb7 Liaise with the Customer Relations & Investigation Officer to assist in the commuter feedback investigation and verification for Investigation Officer to close the cases timely and accurately.

\xef\x82\xb7 Track and compile manual & IFS compliments received from commuters.

\xef\x82\xb7 Compile monthly data and statistics and generate relevant charts for STEL commuter feedback and trends on compliments and complaints.

\xef\x82\xb7 Present the findings to management and other stakeholders.

\xef\x82\xb7 Provide update for STEL Investigation Officer Listing.

\xef\x82\xb7 Collate, vet through, submit awards nominations and handle all award matters for STEL operation staff.

\xef\x82\xb7 Handle the LOA and LOC matters for STEL Operation staff.

\xef\x82\xb7 Handle the STEL Service Champion Matters.

\xef\x82\xb7 Provide service training to STEL Operations staff.

\xef\x82\xb7 Assist in implementing service initiatives and quality assurance programs in STEL.

\xef\x82\xb7 Conduct staff engagement between STEL Operations staff and SQA.

\xef\x82\xb7 Any other duties as when required to support Station Service Operations.

Qualifications & Work Experience

\xef\x82\xb7 Diploma or Degree in any discipline preferably in business (operations management)
\xef\x82\xb7 Preferably a minimum of 5 years of experience in the railway industry

Skills and Competencies

\xef\x82\xb7 Strong analytical and problem-solving skills with the ability to analyze data & reports.

\xef\x82\xb7 Excellent communication and interpersonal skills, with the ability to build and maintain relationships with various stakeholders.

\xef\x82\xb7 Proficiency in Microsoft Office and data analysis tools.

\xef\x82\xb7 Excellent command of written & spoken English.

\xef\x82\xb7 Able to work independently, as well as part of a team.

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