Specialist, Customer Service

7 days ago

Singapore SCOOT PTE. LTD. Full time

**Responsibilities**
- Social Media Servicing _
- Respond to customers' requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care Customer Relationship Management (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
- Crisis & PR Support _
- Be the eyes and ears of Scoot on social media platforms, alerting the corporate communication team when potential PR issues are spotted
- Support the corporate communication team in crisis and issues response on social media channels as necessary. This will include support during AOG’s, weather disruptions, etc.
- Liaise with web team and other internal stakeholders for closure of cases
- 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**:

- Ability to perform shiftwork
- Degree holder or a Diploma holder with 3-5 years' experience in a similar role
- Airline experience, prior working experience in social media, live chat, or experience in customer service is preferred

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