About the role
AI summarisedThis role is part of the Customer Relations team, responsible for managing and handling sensitive customer feedback and claims related to SMRT's Bus, Train, and Taxi services. The position requires liaising with internal departments, regulators (LTA, PTC), and government agencies to ensure timely case resolution while maintaining high service standards.
TransportOnsite
Key Responsibilities
- Handle feedback from commuters and the public received through official SMRT channels, providing timely responses within prescribed turnaround times.
- Meet all established Key Performance Indicators (KPIs) for case handling.
- Reach out to injured commuters, road users, or members of the public affected by accidents involving SMRT vehicles or occurring at SMRT facilities.
- Ensure all feedback is accurately logged in the CRM system and managed through to closure.
- Resolve cases with providers in a timely and professional manner, adhering strictly to SOPs and service standards.
- Manage team schedules and assist in the case management of team members.
- Handle escalated cases from team members and perform case assignment duties when required.
- Be available for crisis communications activation and maintain rostered duty for serious accident cases.
- Conduct ad hoc visits or meetings with customers as necessary to ensure case resolution.
Requirements
- Minimum of 5 years of relevant working experience in a Call Centre and Customer Service environment.
- Degree in Business or Mass Communication.
- A minimum grade of A2 in English at GCE “O” levels is required.
- Excellent proficiency in English and a Mother Tongue language for effective customer communication.
- Strong ability to work independently under challenging situations to achieve amicable outcomes.
- Possess a strong customer service disposition and mindset.
- Excellent verbal and written communication skills.