Customer Service Officer (Call Centre)

Customer Service Officers (Call Centre) listen to, care for, and connect with customers. They efficiently resolve queries and complaints, ensuring customer satisfaction and loyalty.

Customer Service Officer (Call Centre) Job Description

Attend to customers at check-in counters, ensuring a smooth and efficient process for boarding.

Verify the accuracy of travel documents, passports, and visas to comply with international travel regulations.

Address and resolve customer concerns related to irregular flight operations, such as delays, cancellations, and booking changes.

Offer dedicated support to customers with special needs, ensuring their travel experience is comfortable and meets their requirements.

Utilise customer service systems to update flight details, process check-ins, and manage bookings efficiently.

Communicate effectively with other airport and airline staff to ensure a coordinated approach to customer care.

Note

Customer Service Officers (Call Centre) must be prepared to assist customers via non-traditional platforms such as Social Media. It is important to be familiar with Social Media platforms other than calls and e-mails.

A day in the life

Customer Care Supervisor

Customer Care Supervisors don't just answer phone calls and entertain customer queries. Press 1 to hear what Aisyah really does in her everyday work.

What you should know about Customer Service Officer (Call Centre) jobs in Singapore

Nature of Work

You must proactively understand and apply new info to minimise conflicts between the company and customers.

Key Advice

Customer service demands 24/7 availability for global needs, requiring flexibility to work weekends, holidays, and nights.

Entry Requirements

Entry Requirements
A minimum requirement of a Higher Nitec qualification.

Previous work experience is advantageous, particularly in Sales and Customer Service roles. Internships and part-time positions within these departments can provide valuable experience.

Comprehensive on-the-job training will be provided to ensure you are fully prepared and equipped for the role's demands.

Strong interpersonal and communication skills are essential for effectively addressing customer needs and providing high-quality service.
Possible Pathway

Possible Pathway

Skills you need to pursue a Customer Service Officer (Call Centre) career in Singapore

Hard Skills

Language Proficiency

Master multiple languages for effective communication.

Product Knowledge

Expert understanding of company offerings.

IT Proficiency

Skilled in using technology and software applications.

Soft Skills

Communication

Effectively convey and receive messages to passengers.

Problem-Solving

Skilfully identify prompt solutions to complex issues.

Interpersonal Skills

Be able to interact and deal with each issue positively with others.

“We make sure solutions created for our customers are the best they can receive.”

Aisyah, Customer Service Supervisor (Sea Logistics)

Frequently asked questions (FAQs)

Do Customer Service Officers (Call Centre) only attend to external relations?

No, Customer Service Officers (Call Centre) handle external customer relationships and are also responsible for coordinating with internal stakeholders to implement better service quality!
\What are the key qualities that set exceptional Customer Service Officers apart from the rest?

Customer Service Officers (Call Centre) need to communicate with customers and internal stakeholders about facilities and services provided in the airport. Good Customer Service Officers (Call Centre) are well-versed in product knowledge and know how to best support their customers.
Do Customer Service Officers (Call Centre) experience a lot of stress?

It can be stressful as the work culture can be demanding, with the high call volumes and strict performance metrics. Angry calls from customers can be emotionally draining as well.
What are some examples of safety standards that Customer Service Officers (Call Centre) follow?

Customer Service Officers (Call Centre) have to consider environmental factors, ensuring adequate lighting to prevent eye strain. Customer Service Officers (Call Centre) also have to ensure they manage their work-life balance, in order to manage their stress and mental health.
How do Customer Service Officers (Call Centre) know what advice to give to customers to meet their needs?

Customer Service Officers (Call Centre) follow troubleshooting guides and company manuals and guidelines to find a solution to give advice to the customer. They must also have quick judgement to analyse the situation before providing an apt solution.