Customer Affairs Manager

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Customer Affairs Manager manages complex customer feedback, complaints and service-recovery cases, ensuring timely, fair and professional resolutions. The role typically requires a degree in business, communications, hospitality or a related field, together with several years of experience in customer relations, airline operations, hospitality or service quality. Strong written and verbal communication, sound judgment, analytical ability and stakeholder-management skills are essential. The successful candidate is expected to handle sensitive cases discreetly, identify recurring service issues, recommend improvements, coordinate with internal departments and uphold Singapore Airlines’ service standards. Experience with customer-relationship systems, complaint analytics and aviation regulations would be advantageous.

About the employer

Singapore Airlines is the flag carrier of Singapore and one of the world’s best-known international airlines. Headquartered at Changi Airport, it operates an extensive passenger network across Asia, Europe, North America, Australia, Africa and the Middle East, supported by regional subsidiary Scoot. The airline is recognised for its premium service, modern aircraft, strong safety record and Singapore-inspired hospitality. Its operations include passenger and cargo transportation, engineering, airport services, loyalty programmes and related travel businesses. Singapore Airlines places considerable emphasis on service excellence, operational reliability, innovation, employee development and sustainability. Employees work in a highly international environment and collaborate across customer service, flight operations, commercial, engineering and corporate functions.

Working in Singapore

Singapore is a compact, multicultural island city-state with strong opportunities in aviation, finance, technology, logistics, hospitality, healthcare and professional services. English is widely used at work, while Mandarin, Malay and Tamil are also official languages. The lifestyle is safe, efficient and urban, with excellent public transport, diverse food, shopping, parks and easy access to regional destinations. Housing can be expensive, especially in central areas, so many newcomers compare public-housing rooms, private apartments and suburban locations before relocating. Foreign professionals generally need employer-sponsored permission to work, most commonly an Employment Pass for managerial and professional roles or an S Pass for eligible mid-skilled positions; approval depends on salary, qualifications and government criteria. Employers may assist with relocation, flights, temporary accommodation and pass applications, but terms should be confirmed in the offer.