Deskripsi Pekerjaan
Join SMRT Corporation's dynamic Operations Control Centre as an Associate and become a vital part of Singapore's leading public transport provider. In this customer-centric role, you'll deliver exceptional support to passengers and driver-partners through prompt, service-oriented solutions. You'll be the first point of contact during service disruptions, ensuring seamless operations while maintaining high standards of professionalism and efficiency. This position offers invaluable exposure to real-time coordination, problem-solving in high-pressure scenarios, and opportunities to contribute to service excellence initiatives. SMRT provides comprehensive training and a collaborative environment where your communication skills and technical aptitude can thrive. Be part of a team that directly impacts thousands of daily journeys while developing transferable skills in logistics, crisis management, and stakeholder engagement.
Tanggung Jawab
- Provide prompt, empathetic support to customers and driver-partners via multiple communication channels
- Monitor real-time operations, identify service disruptions, and coordinate resolution actions
- Accurately document incident reports, customer feedback, and operational data
- Collaborate with cross-functional teams (maintenance, dispatch, security) to ensure service continuity
- Adhere to established protocols for emergency response and service recovery procedures
- Continuously update knowledge base with new service information and operational changes
- Contribute to process improvement initiatives through feedback and solution proposals
Kualifikasi
- Minimum GCE 'A' Levels or Diploma in relevant field (Business, Logistics, or Communications preferred)
- 1+ years customer service or call centre experience in transport/utilities industry
- Excellent verbal/written communication skills in English and one other local language
- Strong problem-solving abilities with capacity to remain calm during emergencies
- Proficient in using CRM systems and Microsoft Office Suite
- Ability to work rotating shifts including weekends and public holidays
- Valid Singapore driving license (Class 3) is advantageous
- Basic understanding of public transport operations and safety protocols