- To be the R&T escalation point for stations by manning the internal duty phone lines
- To provide prompt and effective assistance to stations, since passengers are already at the airport. This involves finding alternatives and exercising their empowerment to minimise further disruption to passengers.
- To monitor flight schedules to detect any onward misconnections due to delays of flights ex-Singapore
- To perform proactive rebooking of passengers who will misconnect their onward flights using the system, to enable passengers to arrive at their final destination as soon as possible.
- To support 24/7 Scoot interline disruptions within the network
- To provide R&T assistance when schedule changes resulting in flight delays, cancellations, overbookings, involuntary downgrades and/or aircraft changes.
- To perform outbound calls to premium passengers to service their disrupted bookings, which include offering service recovery to the affected passengers
- To coordinate outbound calls with the contact centre vendor for the rest of the affected passengers
- To report the status of the outbound calls to the Customer Care Managers
- To manage internal and external BCP lines during massive disruptions - internal BCP lines for station' escalations, and external BCP lines for passengers who are on the ground
- Diploma in any discipline
- Excellent telephone etiquette
- Good written and verbal communication skills
- Proactiveness in providing personalised services
- Resourcefulness in seeking solutions to challenging customer situations
- Ability to work as a fast-paced and stressful environment
- Able to handle data and statistics
Senior Customer Service Officer - Singapur, Singapore - Singapore Airlines
Description
Job Description
The successful candidate with join the Customer Care Team in SIA's Customer Services & Operations division. He/she will be responsible for coordinating and providing reservations and ticketing assistance to customers during Irregular Operations (IRROPS).
Key Responsibilities:
1. Global Reservation and Ticketing (R&T) support to station
2. Proactive servicing to customers impacted by IRROPS
3. Support other Business Units' operational needs
4. Additional Business Continuity Plan (BCP) support during massive disruptions
Requirements