The successful candidate will be part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. CCSD oversees the management and delivery of voice, email and chat interactions with Singapore Airlines customers and KrisFlyer members globally. This is done in close partnership with our valued service partners, with 24/7 customer service representatives across the world. The successful candidate will be responsible for working closely with SIA’s appointed service partner(s) to support the day-to-day operations of our contact centre sites globally. 

Key responsibilities include:

• Work collaboratively with fellow Supervisors to provide approvals for escalated cases from our service partners
• Coach and provide appointed service partners technical guidance / advice on handling policies and processes to ensure floor proficiency and delivery of key operational metrics
• Work with appointed service partners to review case investigations and ensure appropriate resolution of customer cases
• Undertake / support process improvement initiatives / projects, where required

Requirements

• Diploma in any discipline
• Customer-centric and service-oriented
• Strong leadership skills and team player
• Proficiency in SIA customer service systems (Altea, MARMS), policies and processes are a strong advantage
• Ability to adapt quickly and operate in a fast-paced environment
• Willing to undertake overseas travel on a routine basis
• Willing to work shifts. This role operates on a roster basis, with weekend shifts on selected weekends. All work days operate based on office hours