Summary

We are seeking a Customer Service specialist to support customer queries, managing disruptions and delivery 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

Key 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 softwares.
Proven experience working in Social Media Management, Live Chat or Customer Service is preferred

Specialist, Customer Service (Non-Voice Channel Operations) - 1 year contract