Job Description

Job Purpose1. This position is part of the Customer Relations team supporting feedback for Bus, Trains and Taxis.
2. Manage and handle customer feedback, which maybe sensitive in nature.
3. Liaise with internal departments for case investigation and provide resolution.Responsibilities

• Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.
• Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.
• Ensure all feedback handled is logged in the CRM and managed until closure.
• Resolve cases with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPIs.
• Able to be activated for crisis communications.
• Ad hoc visits or meetings with customers, when necessary to ensure case resolution.
• Other tasks and assignments by management.

Qualifications & Work Experience

• Diploma in Business/Mass Communication or minimum GCE A levels.
• A minimum grade of A2 in English at GCE O levels is required.
• Excellent proficiency in English and a Mother Tongue language to communicate effectively with customers.
• At least 2 years of relevant working experience in a Call Centre and Customer Service environment.
• 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

• Possess a strong customer service disposition.
• Excellent verbal and written communication.
• Able to handle challenging situations with a view towards amicable resolution.
• Able to work well within a team and has positive mindset.
• Experience with using Microsoft Office Applications and CRM systems.

About SMRT CorporationSMRT 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 LifestylesCore Values
Respect, Integrity, Safety & Service, Excellence

SMRT Corporation