Specialist, Customer Service (Non-Voice Channel Operations)

Summary

Scoot is looking for an energetic and dynamic individual to be a part of the Customer Service, Vendor Management Team. The individual will be responsible for the investigation of feedback and complaints from customers and providing views and ideas on how the customer service/customer experience can be improved in the organisation. The individual will partner with the Assistant Manager to oversee vendor quality and performance. The role will focus on non-voice customer servicing channels.

Job Description

• Responsible for managing and ensuring closure of exceptional cases raised by the vendors to the HQ team: generally complicated, or sensitive cases.
• Review all escalated cases raised in Salesforce and render support by recommending resolutions and guide vendor on exceptional cases.
• Approve or provide further follow up action to facilitate case closure.
• Maintain acceptable turnaround time for escalated cases to be responded.
• Assess quality of response by vendor and recommend areas of improvement, if necessary.
• Review case handling and ensure proper follow up when necessary.
• Ensure that the agreed/tolerable SLAs are met and timely response to customer by vendor.
• Provide support in monitoring Vendor's overall Service Level and ensure vendor's KPIs are aligned with the expected SLA.
• Monitor Disruption handling when scheduled and represent Customer Service team for any assistance required by internal stakeholders.
• Timely review and processing of refunds submitted as assigned.

Requirements

• Bachelor's degree or Diploma in any discipline with 3-5 years' experience in similar capacities
• Good interpersonal communication skills and ability to clearly articulate thoughts
• Ability to recognise tone and mood through written communication
• Good PR sense and ability to make sound judgement calls
• Airline experience and/or prior working experience in social media, live chat, or experience in customer service is preferred