Manager, Customer Relations








Job Purpose



1. Ensure smooth daily operation of the Customer Relations Operations team
2. Work closely with stakeholders from primarily Trains and Roads Operations, Maintenance and other corporate units when necessary to ensure speedy and effective feedback case management.
3. Liaise with external stakeholders such as LTA, PA, NEA, SLA etc if required, for case resolution.
4. Manage feedback provider for escalated case resolution when needed.
5. Motivate, coach, train team to deliver excellent service and meet/exceed KPIs.
6. Review, communicate and maintain relevant SOP, reply templates, service scripts and service recovery policies.
7. Participate in and contribute to the Customer Relations team activities and results


Responsibilities



1. Ensure adequate staff manning level to meet KPIs
2. Vet replies to feedback cases handled by the team
3. Guide the team and outsourced vendor in handling cases. Where necessary, liaise with external or internal stakeholders for effective case resolution
4. Handle escalated cases as required
5. Coach and counsel team members for better performance or in disciplinary situations
6. Identify and implement staff development activities & conduct training needs analysis regularly
7. Review and update documentation of SOP and service recovery policies
8. Supervise team performance through regular reviews, constant coaching and feedback sessions.
9. Lead or participate in service improvement initiatives with the Business Units or other departments as required.
10. Contribute to corporate projects and other assignments when required
11. Prepare and present periodic feedback reports.
12. Develop, document and communicate case handling templates and service scripts.
13. Assume CR duty phone role on a rotational basis.
14. Be operationally ready for rail incident emergency activations


Qualifications & Work Experience



Education Level: Degree and COPC certified
Language Ability: English and one other language.
Years Of Experience: At least 6 years relevant supervisory experience in Customer Service.


Skills

• Strong Leadership Quality
• Team management
• Change management
• Experience with using CRM systems
• Tech savvy
• Familiar with Excel, Word, Powerpoint, PowerBI

SMRT Trains Ltd was incorporated in 1987 and operates Singapore\xe2\x80\x99s 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.