Job Description

Operations Admin    

• Perform weekly/monthly quality audits of voice calls.
• Track and assess service quality and delivery of the Call Centre 
• Support refunds management process to meet department KPIs.
• Monitor disruption chat channel and provide support as necessary.

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

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
• Analyse competitor landscape to identify opportunities for improvement, and sources of future competitive advantage.

Adherence to Regulatory Standards    

• 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

Others    

• Support training;
• Perform any other ad-hoc duties as assigned.

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

Key Skills:

• Ability to work under pressure and within tight deadlines on several projects
• A team player with excellent interpersonal and communication skills.
• Energy and enthusiasm
• Self-starter
• Enjoys and embraces change 
• Computer literate, with thorough knowledge of Microsoft Office.

Skills Required

• Team Player
• Microsoft Office