Customer Care Executive

Job Detail

1. Lost & Found Management • Lead the team to manage receipt, recording, safekeeping and return of lost items found onboard buses, at bus interchanges and bus terminals managed by the company. • Maintain a comprehensive and accurate database of all lost and found items, ensuring timely updates and proper documentation. • Liaise with item owners and/or agencies to return lost items to the owners promptly. • Liaise with internal departments, item owners and/or external agencies (e.g. schools) to facilitate the prompt return of lost items. • Liaise with the relevant agencies to return unclaimed cash and the donation of unclaimed valuable items to the charitable organisation(s) assigned by the company. 2. Passenger Well-being • Lead the team to outreach to passengers involved in incidents onboard buses, at bus interchanges and bus terminals managed by Go-Ahead Singapore. • Show empathy and professionalism in all interactions, ensuring that affected passengers receive appropriate assistance and support. • Coordinate with internal and external stakeholders for follow-up actions. 3. Customer Feedback Management • Lead the team to receive, log and track customer feedback, compliments and complaints related to Go-Ahead Singapore’s bus captains. • Investigate and respond to all feedback in a timely and professional manner, ensuring fair and accurate resolution. • Work closely with internal departments to follow up on the feedback cases and identify opportunities for service improvement. 4. Reporting & Administrative Support • Prepare regular reports on lost and found items, passenger outreach activities and customer feedback trends. • Any other duties as assigned.