Specialist I/ii, Customer Service

2 weeks ago

Singapore Scoot Tigerair Pte Ltd Full time

Summary

We are searching for a team player to be part of Policies Development & Resolution Team You will be part of Customer Service Department and will be the (Specialist I/II) providing training and quality assurance support to the Department and Service Centre. This position ensures that all departmental processes, manuals and training materials (including revisions) are kept relevant and meet operational performance standards. You will also work closely with Service Centre to achieve departmental goals.

**Job Description**:
1) Training Development- Synthesize new information, and draft training materials, manual updates for effective retention of knowledge amongst internal / external stakeholders.- Track effectiveness of training materials and manuals- Disseminate updates to internal / external stakeholders- Upkeep department document and training material revisions- Develop e-learning training content for adhoc and refresher trainings for Service Centre- Supoort and conduct adhoc/refresher training for Service Centre

2) Quality Assurance-
- Track and assess service quality and delivery of the Service Centre


3) Adherence to Regulatory Standards, Service Recovery & Escalations- Ensure Scoot products and policies are compliant with foreign regulations/legislated requirements- Liaise with foreign regulators on escalated concerns, and implement corrective action as appropriate.

4) Policies- Prepare and implement written departmental processes and procedures for dissemination to internal / external stakeholders.- Support improvement / enhancement projects in relation to training development and policies

5) Others- Support refunds management process to meet department KPIs;- Monitor disruption chat channel and provide support as necessary;- Perform any other ad-hoc duties as assigned.

Job Requirements:
- Minimum a Diploma holder or 2 years working experience in Customer Service and/or Training.- Fluent written, spoken and reading capability in English and Chinese (Mandarin preferred)- Knowledge of airlines customer service operations would be an advantage.

Skills:

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