Customer Care Officer

Job Detail

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. 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. 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. Reporting & Administrative Support Prepare regular reports on lost and found items, passenger outreach activities and customer feedback trends. Any other duties as assigned.