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Customer Affairs Associate (Postmaster)

Job Description

The successful candidate will be a part of the Customer Affairs Department, under SIA's Customer Service & Operations Division. The incumbent will play an important role in ensuring that customer feedback is investigated and processed in a timely manner.

Key Responsibilities:

• Assist in processing incoming customer feedback received via various channels by:

  • Logging and creating both complaint and compliment cases in case management system.
  • Assigning complaint cases for responses to customers.
  • Forwarding customer servicing matters to relevant departments for action.
  • Initiating investigations for selected complaint issues.
  • Responding to simple customer queries and requests, and acknowledging customer compliments.

• Perform admin duties such as issue of service recovery, tracking of customers’ travel, and maintenance of department inventory.

• Support Customer Affairs Managers (CAMs) and Customer Affairs Supervisors (CASs) in retrieving accurate travel records and customer information for investigations.

Requirements

• Diploma in any discipline.

• Interest in customer service, hospitality and aviation industries.

• Experience in customer servicing preferred.

• Flair for customer servicing.

• Effective in written communication.

• Basic computing skills.

• Working knowledge of Reservations / Ticketing functions preferred but not mandatory.