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Customer Experience Specialist job in East Area at Delta Air Lines, Inc

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Customer Experience Specialist at Delta Air Lines, Inc

Customer Experience Specialist

Delta Air Lines, Inc East Area Permanent
2,181 SGD/Year
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Customer Experience Specialist – Singapore

At Delta Air Lines, we are focused on building an organization operated by people with an unwavering commitment to superior customer experience to further position Delta as the world's most trusted airline in the eyes of our employees and customers.

As a Customer Experience Specialist, you will join a service and sales focused team in high energy call center environment, focused on listening to, caring for and connecting with customers.  In this position, you will answer calls in an efficient, courteous and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates should demonstrate the desire to make our customer's travel not only superior but memorable.

This position is full-time with comprehensive health and wellness benefits, performance incentive programs, and Delta's industry-leading travel privileges.  Successful candidates will form a hiring class scheduled to start September/October 2021 in our Singapore Engagement Center. 

Life at our Singapore Customer Engagement Center:

  • Centrally located at the Singapore Post Center 2 minutes away from Paya Lebar MRT station, surrounded by 3 shopping malls, entertainment, and 24-hour food center 5-7 minutes away
  • Modern break room offering snacks and beverage options and free Wi-Fi
  • Local community engagement activities within Singapore as well as participation with Relay for Life and Day of Hope, Breast Cancer Research Foundation (BCRF), and Family Fun Day
  • Delta employees, spouse/children can take advantage of interline agreements that provide space available travel at a reduced rate on many other airlines from around the world.
  • Discounts available to global attractions, hotels and cruises through Delta Perks!

Job Summary:

Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important, which is accomplished by:

  • Effectively listening
  • Quickly identifying and owning customer issues
  • Actively search for solutions to problems
  • Making quality decisions
  • Interacting with a globally diverse group of customers and colleagues

Specialists sell travel related services, including car rental and credit card vendor partner products. Customer Experience Specialists demonstrate strong verbal and written communication skills, a professional attitude, excellent dependability, the ability to handle stressful situations, possess strong computer skills, flexibility in a fast-paced environment, and the ability to learn and react quickly. Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements.

Employees will have future opportunities to progress to specialty teams that respond to customer escalations or resolve complex international ticketing issues.  As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.

Compensation and Training:

The starting pay for this position is SGD$2,181.00 per month, with an increase to SGD$2,250.00 after 6 months, and to SGD$2,352.00 after one year. The position is also eligible for performance-based incentive after 6 months’ probation, shift premium for PM shifts, monthly shared rewards if company meets KPIs and annual pay increases.

Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures.

After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Employees bid on preferred shifts every 3-4 months.  New hires are often awarded PM shifts with midweek days off until they are able to hold different shifts based on seniority.  Delta is a 24/7 operation, and we will always have customers that need us.

Your health and safety

 

Our values-based culture puts people at the heart of every decision. Since the beginning of the pandemic, protecting Delta people, their families, our customers, candidates and making your health and safety our first priority has been the driving force behind every decision we have made.

·         We adhere to the latest Local Ministry of Health (MOH) Guidelines. Temperature checks/screenings are performed at every Delta facility before entry. In addition, Delta requires wearing a mask while in the office, staying 1 meter apart and practicing good hygiene.  

·         In our office, we have designated and socially distanced desk positions, weekly misting/fogging as well as enhanced cleaning in all areas of the Delta premises.

 

What You Need to Succeed (Minimum Qualifications):

  • O-level educational qualification (Singaporean) with a credit in English or higher/ Diploma or Degree (foreigner).
  • Possess correct legal documentation to live and work in Singapore
  • Be fluent written and verbally in English
  • This role requires computer skills and comfort with navigating software applications, email, instant messaging, and internet searches.
  • Must be able to demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation
  • Must have a flexible schedule as this position will require you to work weekends, holidays and including night shift

What Will Give You a Competitive Edge (Preferred Qualifications):

  • At least one year of experience working in sales
  • At least one year of experience providing customer service

  • Seek the best customer experience
  • Ensuring customer satisfaction and providing a positive customer experience
  • Increase customer experience within residents
  • Testing the customer digital experience
  • Improving the overall customer experience
  • Improve customer experience across all channels
  • Lead that touch the customer experience
  • Grow sales by improving the customer experience
  • Developing strategy for measuring customer experience
  • Support an environment that encourage creative thinking and risk taking
  • Acknowledge and engage every customer to ensure a positive customer experience
  • Drive customer experience analytics to develop insights
  • Develop and maintain the customer experience roadmap
  • Delivering an outstanding customer and employee experience
  • Ensuring a consistent and valuable customer experience
  • Manage a team responsible for the web customer experience
  • Present reports on department metrics for customer experience team
  • Represent the customer experience in various forums where customer pain points
  • Develop processes that improve and enhance the customer experience
  • Capture the essence of the experience the customer

Recommended Skills

  • Customer Experience
  • Sales
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