Job Description

Entry Level: 0 - 2 years

Summary

We are searching for a team player to be part of Policies Development & Resolution Team! You will be part of Customer Service Department and will be the (Specialist I/II) providing training and quality assurance support to the Department and Service Centre. This position ensures that all case resolution are provided in adherence to the servicing policies and processes, departmental processes, manuals and training materials (including revisions) are kept relevant and meet operational performance standards. You will also work closely with Service Centre to achieve departmental goals.

1) Resolution Management

Responsible to ensure proper and timely closure of escalated cases/feedbacks received from Local/Foreign regulators, internal and external stakeholders and management which are generally more complicated or sensitive cases Execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues. Managing and keeping track on service recovery escalations such as baggage settlements, compensation and arbitration/mediation with Fair Trading, Small Claims, CASE and other countries' equivalents. Close coordination with Customer Service operations team to ensure escalation processes are adhered to. Working closely with SQ CA team in handling customers' enquires via SQ's channels and interline passengers. Collaboration with internal stakeholders & Service Centres to achieve case closure.

2) Vendor & Baggage Claims Management

Manage and monitor cases escalated by German GSA; Consistently review processes to ensure is up to date; Highlight areas that needs improvement or not accordance to new contract agreement; Prepare monthly billing to German GSA and ensure billings are accurate for HOD and finance approval; Close follow up on legal cases related to EU261/UK261 cases; Verify statements are accurate for topping up revolving funds to appointed loss adjoustor (Charles Taylor Aviation) for HOD and finance approval; Execute timely approval for baggage settlement cases sent in by appointed loss adjoustor (Charles Taylor Aviation)

3) Refund Mangaement

Support customer service refund management to ensure refund system are behavioring as expected; Ensure timely approval for refund cases assigned to meet department KPI and refund processing timeline; Review refund processing droid and system to enhance efficiency

4) Quality Assurance

Perform weekly/monthly quality audits of voice calls, email and live chat cases Track and assess service quality and delivery of the Service Centre

5) Policies

Prepare and implement written departmental processes and procedures for dissemination to internal / external stakeholders. Support improvement / enhancement projects in relation to training development and policies

6) Others

Monitor disruption chat channel and provide support as necessary; Perform any other ad-hoc duties as assigned

Requirements:

Minimum a Diploma/Degree holder or 2 years working experience in Customer Service and/or Escalated Feedback Management Knowledge of airlines customer service operations would be an advantage Ability to work under pressure and within tight deadlines on several projects A team player with excellent interpersonal and communication skills. Energy and enthusiasm Self-starter Enjoys and embraces change Computer literate, with thorough knowledge of Microsoft Office.

Group Problem Solving; Service Recovery; Call Center Operations; Workforce Analytics; Vendor Management; Artificial Intelligence (AI); Root Cause Analysis; Critical Thinking; Call Center Management; Feedback Management; Customer Experience (CX); Learning Design; Stakeholder Management; Procurement Procedures; Communication; Customer Relationship Management (CRM); Robotic Process Automation (RPA); Service Level Agreement (SLA); Problem Framing; Navitare; Ecosystem Management; Service Strategy; Machine Learning; Contract Management; Training Delivery; Change Management; Negotiation; Conflict Management; Service Audit; Emerging Technologies; Customer Satisfaction Surveys; Service Performance Management; Service Delivery; Virtual Reality; Salesforce (Software)