Job Purpose

1. This position is part of the Customer Relations team supporting feedback for Bus, Trains and Taxis.
2. Manage and handle customer feedback, claims, which maybe sensitive in nature.
3. Liaise with internal departments for case investigation and provide resolution.
4. Liaise with regulator (LTA, PTC) for cases and other government agencies for feedback related matters. 

Responsibilities

• Handle feedback from commuters or members of public received through official SMRT feedback channels and provide a timely response within prescribed turnaround time.
• Meet all Key Performance Indicators for case handling
• Reach out to injured commuters, road users or members of public affected by accidents involving SMRT vehicles or occurring at SMRT stations/bus interchanges.
• Ensure all feedback handled is logged in the CRM and managed until closure.
• Resolve cases with the feedback prov...