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Scoot™ is the low-cost, medium-to-long haul arm of the Singapore Airlines Group. Scoot took to the skies in June 2012 and merged with Tigerair Singapore in July 2017, retaining the Scoot brand and positioning it well for a new chapter of growth. We want people with big smiles and even bigger personalities. People with passion—passion for travel, passion for people, passion for pushing boundaries. An airline with a different attitude. People with a different attitude. Scootitude™.

If you think you have Scootitude and can handle the excitement and challenges ahead to grow with us, apply today! Receive information about vacancies and recruitment from Scoot Careers Facebook Page – "GOT Scootitude?"

Senior Specialist, Customer Service (Policies & Operations)

Apply now Job no: 492893
Work type: Full time
Location: Singapore
Categories: Comms & Guest Relations

The ideal candidate will be part of a team of dynamic and passionate individuals who come together to deliver outstanding customer experience to Scoot’s guests who reach out to us via our contact center.


Contact Center Operations

  • Handle daily escalation and enquiries from the call centre
  • Evaluate and provide approvals or recommendations for escalated cases/enquiries
  • Communicate any upcoming product and policy updates to the call centre
  • Consolidate weekly/monthly call center performance reports and dashboards

Quality and Training

  • Monitor and review service lapses and develop refresher/ reinforcement training
  • Conduct product and refresher training
  • Facilitate weekly quality assurance calibration with the call centres
  • Conduct audits on quality monitoring done by the service provider
  • Upkeep of Call Centre Training Manuals including updating and tracking of any revision and circulating of updated content
  • Prepare User Guide or Info Pack for upcoming product, policy and process updates
  • Knowledge Base (KB) content update and upkeep
  • Review and develop call centre processes and guidelines to improve overall call centre efficiency


  • Attend to requests, enquires and feedback received from internal departments
  • Upstreaming of customers’ feedback and improvements to the respective product owners within the organisation
  • Analyse feedback for further improvement
  • Review of refunds submitted via Refund Management System



Essential Skills

  • Bachelor’s degree
  • 3-5 years airline experience and prior working experience in a call center environment is preferred
  • Bilingual in English and Mandarin
  • Excellent written and interpersonal communication skills
  • Ability to multi task and prioritise
  • Strong decision making and problem solving skills
  • You are familiar with call center operations management. Eg SLA, QA and data analysis
  • You are passionate about helping people and get excited about opportunities to improve processes and performance
  • You share our vision to provide excellent customer experience

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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