Job Description

Senior Officer, Customer Relations (Quality & Vendor Management)

Assist the Quality & Vendor Management Team to manage the quality of feedback handling and manage the outsourced Contact Centre Vendor.

Responsibilities

• Conduct audits on all aspects of feedback handling including calls/email replies to customers, case creation and management for SNAP-REP (Whatsapp for technical fault reporting) and identify gaps.
• Measure performance against Key Performance Indicators for both in-house & outsource team.
• Maintain/update documentation/guides for the Customer Relations team when needed.
• Monitor Customer Satisfaction Survey responses, review and provide guidance to the case handlers.
• Apply system/application access for new staff and vice versa.
• Arrange for staff to attend and complete compulsory e-learning safety/security courses.
• Draft internal/external awards nominations for CR team, such as EXSA, TGA & Trains Awards.
• Be operationally ready for emergency rail incident activations (RIMP)
• Lead or participate in Kaizen projects.
• Handle any other duties assigned by team manager or management.

Qualifications & Work Experience

• Diploma or relevant industry qualifications
• Excellent proficiency in both written and spoken English and another language for effective collaboration and stakeholders interaction
• At least 2 years\' relevant working experience in Quality and Vendor Management for a Call Centre or Customer Service environment

Skills

• Numerate
• Possess a strong Customer Service disposition and mindset
• Communicative, analytical and creative team player
• Advanced knowledge and experience with using Microsoft Office applications, particularly MS Word, Excel, Powerpoint, Visio and Microsoft Dynamics.

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, Safety & Service, Excellence

SMRT Corporation