Singapore Jobs Senior Officer, Customer Relations Position at SMRT Trains Ltd

Image SMRT Trains Ltd
  • Job vacancies posted on: 7 months ago


Our company, SMRT Trains Ltd are currently hiring for interested candidates to join and to be a part of our company as senior officer, customer relations with a full time work system, which domiciled in Singapore and surrounding areas. As a professiona company, the minimum criteria we need for candidates interested is Primary/Secondary School/O Level which experienced in Services & Customer Service.

Candidates who uphold honesty and discipline are a must for our company.

The competitive net salary we can offer is start from SGD 2.000 to a maximum of SGD 5.700, depending on the capability of the candidate and can be discussed with the HRD of our company.

Job Info

Company SMRT Trains Ltd
Position Senior Officer, Customer Relations
Region Singapore
Career Level Manager
Work Experience 1 year
Qualification Primary/Secondary School/O Level
Type of Work Full-Time
Minimum Salary SGD 2.000
Maximum Salary SGD 5.700
Senior Officer, Customer Relations

1. This position is part of the Customer Relations team supporting Bus, Trains and Taxis feedback.
2. The Customer Relations Senior Officer will manage customer feedback and reach out to injured passengers, in adherence to SOP and KPIs.
3. The Customer Relations Officer will manage customer feedback.


1. Handle feedback from commuters or members of the public received through official SMRT feedback channels and provide a timely reply within the prescribed turnaround time.
2. Reach out to injured commuters, road users or members of the public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.
3. Ensure that all feedback handled is logged in the CRM and managed till closure.
4. Resolve case with the feedback provider in a timely and professional manner and in adherence with SOP, work instructions, service standards and KPI.
5. Standby to handle RIMP (prolonged train delay) calls and cases, when activated
6. Manage the official Customer Relations (CR) and SMRT Taxis email inbox where the duty is assigned.
7. Handle other duties/tasks assigned by the CR Team Managers/Supervisors
8. Respond on a timely basis to any emergency activation.

Qualifications & Work Experience

Education Level:
• Diploma in Business / Mass Communication or minimum GCE “A” levels.
• A minimum grade of A2 in English at GCE “O” levels is required.

Language Ability:
• Excellent proficiency in both written and spoken English and another language.

Years Of Experience:
• Able to write well in English and speak fluently in English and another language. At least 2 years’ experience in customer service (calls, face-to-face) and customer written correspondence in a “Business to Customer” (B2C) environment.


• Possess a strong Customer Service disposition and mindset.
• Possess excellent verbal and written communication skills.
• Able to handle difficult situations with a view towards an amicable outcome.
• Experience with using Microsoft Office applications and CRM systems.

Office/Company Address

Country Singapore
Region Southeast Asia
City Singapore
Address 300 Bishan Rd, Smrt Trains Ltd, Singapore 579828
Map Google Map


  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description

SMRT Trains Ltd was incorporated in 1987 and operates Singapore’s first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,00 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.

Company Info

  • Industry: Transportation / Logistics
  • Registration No.: 198702333K
  • Company Size: More than 5000 Employees
  • Average Processing Time: 18 days
  • Specific Location: Singapore
This vacancy is suitable for those of you who live in the following areas: Southeast Asia