Senior Service Quality Officer Information

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SMRT Singapore

SMRT Corporation is a public transport operator incorporated on March 6, 2000, as a result of an industry overhaul to form multi-modal public-transport operators in Singapore. It is the second-largest public-transport company in Singapore after ComfortDelGro. As a holding company listed on the Singapore Exchange since July 26, 2000, it operates bus, rail, taxi and other public-transport services via several wholly owned subsidiaries. Read More

Address	251 N Bridge Rd, Singapore 179102
Website	www.smrt.com
Holding	No Holding Details

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Senior Service Quality Officer

Responsibilities The Department is responsible in ensuring that the service quality standards are met by the organisation, at all levels. The organisation gives great emphasis to quality customer servicing and is committed to continuously finding better ways of satisfying the customers. The incumbent’s role is to ensure that these objectives are met through continual improvements in the manner in which business is transacted and monitoring the servicing standards and feedback received. Reporting to the Head, Service Quality Unit, the candidate will be responsible for the following: Plan, implement and monitor the service quality activities in accordance with guidelines agreed with the Head of Department and senior management. Ensure that the quality of customer service, both internally and externally, remains high and that the organised activities contribute to meeting or raising service quality standards. Submit an annual plan and progress report on service quality activities (with clearly stated objectives) for approval by the Head of Department. Perform an advisory role to ensure departments meet service quality standards set. In charge of mystery shopping program for all touch points. Handle complex feedback escalated by the Service Quality Officers or those from VIPs, and suggest suitable alternatives and solutions by working with the relevant departments. Monitor service standards and feedback trends and provide regular reports to departments and senior management. Assist the organisation/departments to identify areas of improvements through close analysis of critical/recurring process/people lapses. The candidate has to liaise closely with departments concerned in an effort to raise the level of quality service for the organisation. Undertake any other duties or projects as and when assigned by the Head of Department. Requirements: You should havea Diploma with at least 4 years of experience, preferably with some customer service background. You should possess a pleasant disposition with good interpersonal communication and organisational skills.