Summary
We are seeking a dedicated and adaptable individual to join our team. This role involves addressing passenger queries, requests, and feedback from social media, as well as managing flight disruptions. The successful candidate will also serve as a subject matter expert in vendor management and coordinate with vendor to ensure smooth operations.
Job Description
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
Skills
Artificial Intelligence (AI), Artificial Intelligence (AI), Call Center Management, Call Center Operations, Change Management, Communication, Conflict Management, Contract Management, Critical Thinking, Customer Experience (CX), Customer Relationship Management (CRM), Customer Satisfaction Surveys, Ecosystem Management, Emerging Technologies, Feedback Management, Group Problem Solving, Learning Design, Machine Learning, Navitare, Negotiation, Problem Framing, Procurement Procedures, Robotic Process Automation (RPA), Root Cause Analysis, Salesforce (Software) + 10 more
