Job Description

Job Purpose

The Department is responsible in ensuring the service quality standards of Trains Rail Operations so as to meet the organization\'s overall standards. SMRT Trains gives great emphasis to quality customer service and is committed to continuously find better ways of meeting and exceeding customer expectations. The role is to ensure that these objectives are met through continual improvements in the manner in which business is transacted and monitoring the servicing standards and feedback received.

Responsibilities

Reporting to the Manager, Service Quality, the candidate will be responsible for the following:
1. Plan, implement and monitor the service quality activities (e.g. service awareness campaigns, forums, and awards) for Rail Operations (NSEW/CCL)
2. Explore new customer experience touchpoint improvement ideas, and coordinate the execution of these touchpoint improvement projects and trials.
3. Planning and executing the training, coaching and motivating of frontline staff in areas of customer service.
4. Create courseware and bite size elearning packages for station operations.
5. Able to suggest and present suitable alternatives and solutions on improving service workflow by working with the relevant departments
6. Assist with the gathering of insights to measure service standards and analyze results for areas of improvement.
7. Drafting of letters of appreciation and commendation for staff who have done well.
8. Undertake any other duties or projects as and when assigned by the Head of Department
9. Create videos for learning and vlogs for workplace.
10. For daily work, require creative thinking for idea generation. Head, Service Excellence will provide advice and decision-making.
11. During a RIMP incident, to take on the role of Crisis Support Team leader/ Assistant leader (CST) as assigned. As CST leader/Assistant leader, he/she will take overall charge of the attendance, welfare of the CST members in the reporting station, and deploy them to their respective duties. CST leader/Assistant leader will subsequently do up the administrative duties required for the team.
12. Involve in projects in relevance to station operations (in any).
13. Ad hoc assignments to support corporate events

Qualifications & Work Experience

Experience:

• Preferably 3 years of working experience in customer service development and training.
• Possess a good understanding of operational dynamics and community engagement background
• Experience working in the transport industry
• Possess Adobe software skills to creative videos and graphics
• Able to use Articulate Storyline

Qualifications:

• Minimum requirement in any diploma disciple
• ACTA/ACLP/DACE certification would be an added advantage

Requirements:

• A team player and able to undertake tasks independently on his/her own
• Creative and proactive in solving service challenges
• A people-centric personality who likes to engage and see transformation in service behaviour

Skills

Skills, Aptitude and Knowledge

• Possess a pleasant disposition with good interpersonal communication and organisational skills
• Exhibit passion in customer service and have the ability to drive changes to achieve organisation Key Performance Index
• Customer-service oriented, able to work under pressure and exhibit excellent analytical skill
• Good verbal and written communication skills

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