The successful candidate will support the Customer Affairs Department in driving the adoption of Generative AI and digital solutions to enhance customer feedback handling, improve service recovery, and strengthen customer experience insights. He/She will be responsible for supporting GenAI-related projects, administering and improving the Customer Relations Management (CRM) System, and coordinating other technology, process improvement and reporting initiatives within the department. He/She will work closely with internal stakeholders, technology teams and business users to ensure that solutions are practical, reliable, secure and aligned with customer service objectives.
Key Responsibilities
- Drive the development and implementation of GenAI solutions for customer feedback handling.
- Test, monitor and improve AI outputs, ensuring accuracy, privacy and appropriate human oversight.
- Administer and maintain the Customer Relations Management system for Customer Affairs, including workflows, data, user access and reports.
- Coordinate system enhancements, issue resolution, user support and documentation.
- Analyse customer feedback and operational data to identify trends and improvement opportunities.
- Support process improvements in feedback handling, service recovery and escalation.
- Coordinate departmental projects with internal stakeholders and technology teams.
- Prepare project updates, reports and dashboards.
- Support user training, change management for adoption of new solutions.
- Undertake any other projects and duties assigned by the department.
Requirements
- Degree in Business Administration, Information Systems, Data Analytics, Computer Science, Customer Experience or a related discipline.
- Relevant experience in customer experience, process improvement, systems administration, project coordination or data analysis.
- Experience with CRM, case management or customer feedback systems is advantageous.
- Interest in GenAI, automation, data analytics and digital transformation.
- Strong analytical, problem-solving and organisational skills.
- Good communication and stakeholder management skills.
- Detail-oriented, proactive and able to manage multiple priorities.
- High level of integrity and discretion when handling confidential customer information.
We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.
