SUMMARY

We are seeking a Customer Service specialist to support customer queries, manage disruptions and deliver exceptional customer service through the non-voice channels. This role plays a critical part in delivering timely, empathetic and effective service recovery while collaborating with internal teams and external vendors.

JOB DESCRIPTION

RESPONSIBILITIES

SOCIAL MEDIA SERVICING

• Respond to guest’s or fans’ requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care CRM platform - Salesforce.

• Address and resolve, issues by liaising with relevant departments for follow-up based on CSM handling guidelines.

• Monitor and support daily social operations to ensure SL (case resolution & first response time) are met.

• Liaise with other internal stakeholders to achieve case resolution.

• Follow up and ensure closure of any customer feedback received via all social media platforms.

• Support cases highlighted by Marketing and ensure closure where applicable.

• Attend to cases escalated by vendor to Scoot HQ-Chat within the next working day

• Review and attend to internal department escalation pertaining to social.

• Report daily social performance matrix.

DISRUPTION HANDLING

• Monitor of Disruption handling and represent Customer Service team for any assistance required by internal stakeholders

• Coordinate with Fulfillment team for passenger handling

• Determine service recovery options for disruption handling

VENDOR MANAGEMENT

• Maintain and uphold Vendor’s product knowledge and competencies in delivering expected service standards set by CS

• Attend/Conduct QA Calibrations and Audits as assigned

• Be the SME POC for Vendor on product and/or customer service related queries

• Identify knowledge gaps and/or concerns and raise timely to the appropriate channel/Supervisor

REFUND MANAGEMENT

• Timely review and processing of refund submitted via SalesForce

• Assist customers from various channels with their refund request, if applicable.

REQUIREMENTS

• Bachelor's degree or Diploma in any related discipline

• Able to work 12-hr rotating shifts

• Working knowledge of Microsoft Office with aptitude to learn and operate complex aviation scheduling/reservation software

• Proven experience working in Social Media Management, Live Chat or Customer Service is preferred