Specialist, Customer Service (Call Centre Operations)

Summary

We are searching for a highly independent and result-oriented Customer Service Specialist! You will be part of the Customer Service team and will be supporting the management of our call centre service provider to deliver outstanding customer experience to Scoot’s guests.

Job Description

Responsibilities

Call Centre Operations Management

• Support in the operational matters of the call centre and work closely with our call centre service provider to ensure that agreed service levels are met and maintained
• Support in managing the call centre operations processes and procedures and identify gaps/ key areas to improve in order to achieve better performance of the call centre
• Support in internal/external call centre audit activities and investigations and implement corrective measures as required
• Support in CRM system enhancements and identify key drivers to enhance productivity and effectiveness of the Call Centre
• Passenger Notification
• Trigger schedule change, flight cancellation and any other ad-hoc passenger notification on a timely manner
• Support in coordinating with the internal business units in overbooking/ flight disruption situation
• Support in reviewing of processes within the passenger notification workflows for continuous improvements
• Escalated Cases Management
• Review escalated cases from the call centre and internal business units and provide the appropriate recommendations/ approvals
• Monitor and follow up to ensure that payment or system issues highlighted by the call centre are rectified by the responsible stakeholders
• Work closely with SQ Customer Service team in handling customer enquires via SQ's channels and interline passengers.
• Project and UAT Management
• CRM System POC for Customer Services department to bridge discussion on system enhancements between Salesforce and Scoot IT Team
• UAT support on product and system upgrade and enhancement – Representative for CS and/or call centre, participate in project meetings and perform UAT prior to launch
  
  

Requirements

• Degree holder or a Diploma holder with 3-5 years experience in call centre/ customer service
• Preferably with experience in call centre management and is familiar with call centre metrics and Key Performance Indicators (KPIs)
• Ability to work within tight deadline and multi-task in a fast-paced environment
• Ability to articulate thoughts/ ideas with good communication and interpersonal skills
• Ability to work well as an individual as well as in a team
• Prior experience in aviation industry will be an added advantage