Singapore Airlines is the world’s most awarded airline and is one of the most respected brands in the world. Together with SilkAir and Scoot, the Singapore Airlines Group of airlines operate a young and efficient fleet with a strong service culture and an international route network that covers over 138 destinations in 36 countries and regions. For more information, please visit: www.singaporeair.com

To maintain its position as a leader in the industry, Singapore Airlines is committed to recruiting bright and dynamic individuals, and nurturing them to their full potential throughout their careers.

The following position, based in Shanghai, is now open for application:

1. Premium Pax Services Associate

Job Description:

(A) Focused on managing enquires from PPS through phone and email

(B) Own the issues raised by PPS and resolve them independently as far as possible, including:

• Ticket change requests
• Refunds
• Enquiries on product, fares, special requests etc.
• Special requests on flight
• Redemption bookings
• Complains
  

(C) Liaise with other SIA departments (e.g. Loyalty Marketing, Finance) as needed, to resolve issues

(D) Escalate issues promptly when necessary

(E) Conduct passenger re-accommodation during flight disruptions, changes or cancellations

(F) Maintain CEM Watch List

(G) Active engagement of Pan-China PPS members through planning of engagement events, attending of networking events etc.

(H) Building up the relationship with PPS to understand their needs more easily and ensure repeated business

(I) Monitoring of loyal customers’ spend

(J) Generate reports

Requirements:

1. Good command of oral and written English and Chinese

2. Has good communication skills over the phone and email

3. Familiar with how to quickly search for the right information under time pressure

4. Attuned to quality customer service

5. Has prior exposure to engagement/networking events

6. Is organized, meticulous, resourceful, results-oriented, innovative

7. Is flexible and readily available to resolve client issues

8. Accepts empowerment/takes responsibility

9. Team-player

10. Fast learner and able to work well under pressure

Others:

On-the-job training and self-learning from e-resources provided is expected of the staff. Staff will be sent to attend trainings in Singapore at appropriate milestones during his/her career.

When appropriate and with the support of the department head, the staff can apply to join the Trainee programme or undergo attachment programmes at various Singapore Airlines passenger and cargo business units such as Sales, Public Relations & Industry Affairs, E-Commerce & Technology, Sales Planning, Passenger Services, Airport Operations, Human Resources & Admin, and Finance. The actual postings will be subject to job openings and the staff’s suitability. Such postings could be to other cities across China, therefore mobility within the country is preferred.

We offer an attractive remuneration package. Employees of Singapore Airlines are also eligible for free & discounted air travel. All applications will be treated in strict confidence. Once employment is confirmed, employment contract and personnel files will be arranged through Beijing Foreign Airlines Service Corporation.

上班地址：南京西路