Job Description

Scoot is looking for an energetic and dynamic individual to be a part of the customer service team. The person will be responsible for attending to feedback / complaints from customers and providing views and ideas on how the customer service / customer experience can be improved in the organization. The Officer will report to AM Customer service and focus on calls / email feedback management from various channels and stakeholders.

Job Description

• 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 Required

• Customer Service