Senior Specialist

6 days ago

Singapore Scoot Full time

Senior Specialist / Assistant Manager, Customer Service (Call Center Operations)Summary: We are searching for a highly independent and result-oriented Customer Service Specialist You will be part of the Customer Service team and will be supporting the management of our call centre service provider to deliver outstanding customer experience to Scoot's guests. Responsibilities Support Manager in the operational matters of the Call Centre and work closely with the appointed vendor to ensure that agreed service levels are met and maintained Support Manager to manage the call centre operations processes and procedures and identify gaps/ key areas to improve in order to achieve better performance of the Call Centre Monitor Call Centre CSAT/ DSAT scores weekly and work closely with the appointed vendor to identify root cause of customer dissatisfaction and ways to improve customer satisfaction Monitor CRM system to ensure call centre clears the 'CCL1/ CCL2 Escalation' and 'CC Fulfillment' queues and there are no backlogs Manage escalated cases pertaining to Call Centre, perform root-cause analysis and implement initiatives for improvement Support Manager to review and update phone lines and IVR call flow/ messages, as and when required Support Manager in CRM system enhancements and identify key drivers to enhance productivity and effectiveness of the Call Centre Passenger Notification Trigger Schedule Change notification (including flight cancellation, gauge changes) on a timely manner and coordinate with Call Centre Team if callouts are required Trigger ad-hoc passenger notification (overbooking, change of airport terminal, limited in-flight services etc.) and follow-up with any related workflows (e.g. refund/ rebook), as and when required Support manager in coordinating with Planning and Grounds Team in overbooking situations to determine whether voluntary or involuntary offload is required Support manager in coordinating with Planning Team during mass schedule change and/or cancellation to determine if the PNRs can be placed in multiple queues (notification to be staggered for call centre surge management)Monitor ad-hoc disruption during Disruption Week and ensure that Call Centre Team sends out passenger notification on a timely manner. Duty personnel will update template in CRM system as and when required and will be the point of contact for any issues faced by Call Centre Team Escalated Cases Management Review escalated cases from the call centre and internal business units and provide the appropriate recommendations/ approvals Monitor and follow up to ensure that

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