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Delta Air Lines, Inc. Customer Experience Specialist - English Speaking in Singapore, Singapore

At Delta Air Lines, we are focused on building an organization operated by people with an unwavering commitment to superior customer experience to further position Delta as the world's most trusted airline in the eyes of our employees and customers.

As a Customer Experience Specialist, you will join a service and sales focused team in high energy call center environment, focused on listening to, caring for and connecting with customers. In this position, you will answer calls in an efficient, courteous and accurate manner, while assessing customer needs and offering solutions and additional products. Ideal candidates should demonstrate the desire to make our customer's travel not only superior but memorable.

This position is full-time with comprehensive health and wellness benefits, generous profit sharing program and Delta's industry-leading travel privileges (free flights!). Successful candidates will form a hiring class scheduled to start in December 2019 in our Singapore Engagement Center.

Life at our Singapore Customer Engagement Center:

  • Open-concept office located in a fourteen-story building at Singapore Post Centre, Paya Lebar.

  • 5 minutes' walk from Paya Lebar MRT station.

  • Stylish break room offering snacks and beverage options and free Wi-Fi connection for personal devices

  • Wellness Exercise room with several options of workout equipment to fit everyone's needs including treadmill, elliptical machine, stationary bike, weights and hydration station

  • Upbeat and caring culture with regular team building and volunteer events, Relay for Life and Day of Hope, Breast Cancer Research Foundation (BCRF), Career Development events and Family Fun Day

  • Discounts available to global attractions, hotels and cruises through Delta Perks!

  • Surrounded by 3 shopping malls and entertainment

Job Summary:

Customer Experience Specialists connect with customers via phone and create an experience where customers know they have been heard and understood and feel valued and important, which is accomplished by:

  • Effectively listening

  • Quickly identifying and owning customer issues

  • Actively search for solutions to problems

  • Making quality decisions

  • Interacting with a globally diverse group of customers and colleagues

Specialists consistently sell travel related services, including car rental and credit card vendor partner products. Customer Experience Specialists demonstrate strong verbal and written communication skills, a professional attitude, excellent dependability, the ability to handle stressful situations, possess strong computer skills, flexibility in a fast-paced environment, and the ability to learn and react quickly. Specialists must understand and adhere to all Delta and U.S. Department of Transportation (DOT) compliance requirements.

Employees will have future opportunities to progress to specialty teams that respond to customer escalations or resolve complex international ticketing issues. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.

Job Qualifications:

This position requires candidates to have an O-level educational qualification (Singaporean) / Diploma or Degree (foreigner). Additional preferred qualifications include at least one year of experience working in sales, and at least one year of experience providing customer service. This role requires computer skills and comfort with navigating web-based and airline-specific software applications, email, instant messaging, and internet searches. Candidates must demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation. Delta Air Lines requires employees to be reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.

Compensation and Training:

The starting pay for this position is SGD$1,906.00 per month. On the 6 month SGD$1,966.00, 1 year SGD$2,055.00

Successful candidates will participate in a comprehensive classroom and on-the-job training. Classroom training includes instruction, observation, exams and performance measures. The employee's schedule during new hire training will be Monday through Friday with weekends off.

After training, we will assign new employees to a shift that may be significantly different than your training shift and will include two consecutive days off likely midweek. New employees will remain on that shift until the employee is eligible to bid on a shift they select. New hires are eligible to bid on a new shift during the first shift bid following completion of new hire training. Employees shift bid on preferred shifts every 3-4 months. New hires are often awarded PM shifts with midweek days off until they are able to hold different shifts based on seniority. Delta is a 24/7 operation, and we will always have customers that need us.

This position requires candidates to have an O-level educational qualification (Singaporean) / Diploma or Degree (foreigner). Additional preferred qualifications include at least one year of experience working in sales, and at least one year of experience providing customer service. This role requires computer skills and comfort with navigating web-based and airline-specific software applications, email, instant messaging, and internet searches. Candidates must demonstrate clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation. Delta Air Lines requires employees to be reliable and committed by maintaining excellent attendance, performance, self-motivation and goal attainment. As Delta continues to offer new ways for our customers to connect with us, Specialists may also have opportunities to assist customers via Twitter, Facebook or other emerging social media platforms.

The starting pay for this position is SGD$1,906.00 per month. On the 6 month SGD$1,966.00, 1 year SGD$2,055.00

As an equal opportunity employer, Delta Air Lines recognizes that our strength lies in our people. We are committed to diversity.

Accommodation for Applicants With Disabilities:Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may email us at Accommodations@Delta.com or alternatively send a fax to 404-677-3851. In order to quickly respond to your request, please use the words "Accommodation Request" as the subject line of your email or as the title of your fax document.

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