Title:  Customer Service Specialist

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

●    Handle phone/non-phone enquiries of current and prospective members in respect to Airline industry program (eg. Inbound & Outbound Calls; Written Correspondence – Emails, Fax, Telexes, Letters; Chat, Queues, Back Office, Video Interaction)
●    Provide accurate and efficient processing of reservations or support work relating to mileage redemption, issuing of tickets, and effecting changes to schedules
●    Respond professionally to any interaction and demonstrate ownership of customer concerns
●    Maintain member accounts whenever there are changes in their profiles
●    Maintain accuracy and security of customer information
●    Send program related collaterals and forms
●    Advise on latest promotions and mechanics
●    Manages feedback/complaints and liaise with backend support to resolve members’ issues
●    Involve in ad-hoc projects
●    Meet daily/monthly KPI targets
●    Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

●    At least 18 years old and above
●    Candidate must be at least College Level
●    At least 1-year call center experience in a voice support with at least 6 months airline experience (Amadeus background is an advantage)
●    At least 2-years tenure If applicant is a previous employee of Singapore Airlines and with recommendation from SIA General Manager
●    Experience in handling different types of customers (leisure & business)
●    Background in GDS/Reservations system is an advantage
●    Background in IRROPs, Schedule Change, Refund, Fare calculation, Escalations, Complaints 
●    Typing speed of at least 30 WPM with 80% accuracy
●    Experience in handling different channels (Phone, Email, Chat, Back Office)
●    Excellent track record (Attendance and Performance)
●    Possess strong analytical skills to identify cause of problems & recommend solutions
●    Open to feedback and be coached by his/her supervisor
●    Able to work independently across a broad range of activities
●    Able to work rotating shifts, permanent/night shifts, public holidays or weekends, render overtime (shift may vary daily)

*minimum qualifications may be waived depending on the total years of experience and result of assessments
*minimum qualifications may be waived for internal hires

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.