Deskripsi Pekerjaan
Join SBS Transit's dynamic team as a Senior Executive/ Assistant Manager (Operations) for the Downtown Line (DTL) Customer Service & Experience division. In this pivotal role, you'll lead customer service excellence across DTL operations, ensuring seamless passenger experiences while driving strategic initiatives. You'll oversee staff management, operational efficiency, and service quality standards, directly impacting thousands of daily commuters. Collaborate with cross-functional teams to implement innovative solutions, resolve complex customer issues, and maintain SBS Transit's reputation as Singapore's leading public transport provider. This position offers the opportunity to shape customer-centric operations while developing leadership skills in a fast-paced transport environment.
Tanggung Jawab
- Manage customer service operations for Downtown Line (DTL) stations and services
- Develop and implement strategies to enhance passenger experience and service quality
- Lead, train, and motivate frontline staff to maintain high service standards
- Resolve complex customer complaints and service disruptions effectively
- Monitor operational KPIs and implement continuous improvement initiatives
- Coordinate with maintenance, security, and other operational teams
- Ensure compliance with regulatory requirements and company policies
- Conduct regular audits and performance reviews of service delivery
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 5 years of experience in customer service or operations management
- Proven leadership skills with team management experience
- Strong problem-solving and decision-making abilities
- Excellent communication and interpersonal skills
- Knowledge of public transport operations and customer service best practices
- Proficiency in operational management systems and data analysis tools
- Ability to work effectively under pressure and during emergencies