Executive/Senior Executive, Customer Relations

Job Detail

Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time. Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges. Ensure all feedback handled is logged in the CRM and managed until closure. Resolve cases with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPIs. Handle case assignment duty, if required. Able to be activated for crisis communications. Be on rostered duty for serious accident cases. Other tasks and assignments by management. Ad hoc visits or meetings with commuters or members of public, when necessary to ensure case resolution.