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Officer, Customer Service

2 weeks ago

Singapore Scoot Tigerair Pte Ltd Full time

**Summary**
- Responsible for managing and ensuring closure of exceptional cases raised by the outsourced support/call centre to the HQ team: generally, more complicated or sensitive cases and other cases that are handled directly by the Customer service team.
- Ensure that the agreed/tolerable SLAs are met: timely response to customer.
- Respond to customers enquiries submitted via online feedback form.
- Assess quality of response of outsourced support team and recommend area for success if necessary.
- Manage and oversee closure of escalated cases / feedback raised from various channels (internal & external) or raise the matter to AM Customer Service or other departments as necessary to facilitate closure.
- Manage service recovery escalations such as baggage settlements, compensation and arbitration/mediation with Fair Trading, Small Claims, CASE and other countries’ equivalents.
- Close coordination with the call centre management team (also within the Customer service unit) to ensure escalation processes are adhered to.
- Collaboration with internal stakeholders including call centre to achieve case closure.
- Review of refunds for approval.
- Any other duties assigned by reporting manager.

**Requirements**:

- Fresh graduate (Degree holder), or Diploma holder with at least 3 years working experience
- Prior experience in customer service role with high customer expectation and high volume of cases
- Experience in handling sensitive and escalated cases.
- Ability to work within tight deadline and fast working environment
- Excellent English written and interpersonal communication skills, ability to clearly articulate thoughts.
- Proven experience and ability in a customer/service delivery focused environment.
- Experience from within the aviation industry would also be advantageous but not essential.
- Good PR sense and ability to make sound judgement calls.

**Skills**: