Customer Service Officer (Airline, Rotational Shift, 5 days) - Pasir Ris

Additional Information:

• Call center environment.
• Working Hours: Rotational Shift, anytime between 8am to 8pm (5 days per week including weekend and public holidays; 44 hours per week)
• 9 weeks training and required to pass certification.
• Remuneration packages consist of base salary, monthly incentive and shift allowance.

Job Description:

• Address phone inquiries from current and potential members about the airline program.
• Efficiently handle reservations, mileage redemptions, ticket issuance, and schedule adjustments.
• Update member profiles as needed.
• Inform members about the latest promotions and mechanics and distribute program-related materials and forms.
• Handle feedback and complaints, coordinating with backend support to resolve issues.
• Achieve daily KPI targets.
• Carry out additional tasks assigned by management within your role, ensuring effective implementation, maintenance, and continuous improvement of the Quality Management System.

Job Requirements:

• Candidate must possess at least a GCE ‘O’ levels in any field.
• Preferably with 1 year of working experience in contact centre is ideal for this position.
• Strong time management skills and amenable to work rotating shifts.
• Possess strong analytical skills to identify cause of problems & recommend solutions.
• Requires excellent communication skills, including active listening, empathy toward customers, and proficient phone etiquette (pace, tone, voice quality, grammar, and articulation).
• Excellent verbal and written communication skills in English and the language of the supporting market.
• Comfortable working with computers and multiple systems.