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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?"



Assistant Manager, Customer Service

Apply now Job no: 493020
Work type: Permanent
Location: Singapore
Categories: Comms & Guest Relations

Scoot is looking for an energetic and dynamic individual to be part of airline’s customer service strategies and operations. The role also requires the delivery of exceptional customer experience across all Customer Service teams. Focus will be on phone & e-mail channels. The candidate is required to foster close liaison with various departments within the company to investigate complaints / feedback, review processes as may be necessary and provide responses of high quality to customer queries or feedback.  The person will report to Head Customer Service and lead a team of Customer service officers.

Main Responsibilities

  • Responsible for managing and ensuring closure of exceptional cases raised by the outsourced call centre to the HQ team: generally, more complicated or sensitive cases and other cases that are handled directly by the Customer service team
  • Supervise the customer service teams to ensure that the agreed/tolerable SLAs are met:

Timely response to customer

  • Oversee closure of cases / feedback raised by customers directly or by the call centre escalation process or raise the matter to Head Customer Service or other department heads as necessary to facilitate closure.
  • Support the introduction of new policies and network growth as well as delivery of new routes, product services and projects.
  • Ensure provision of services and handling as required by various regulatory bodies/ aviation authorities, including flight disruptions handling, special needs assistance, compensation, refunds processes etc.
  • Execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues.
  • Primary support with internal/external Audit activities and investigations when required
  • 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.  
  • Management of the Annual Budgets and forecasts.

People Responsibilities

  • Will lead a team of 2 officers who will aid in investigation and fact finding / liaising with various departments and call centre management / staff.
  • Implement employee individual training plans to ensure employee training and development, and adequate resourcing at all times.
  • Demonstrate a commitment and understanding of performance development and undertake or contribute to performance reviews for team members who are directly reporting to you.
  • Plan, organise and contribute to team meetings.
  • Seek and provide regular constructive feedback through collaborative working practices. Challenge poor behaviour in a positive and constructive manner.
  • Performance management, demanding the professional behaviours and conduct required to deliver excellent customer experience.

 

Requirements 

Essential Traits

  • Degree Holder
  • Min 4 years of experience in managing a team of customer service officers, preferably covering call centre / email channels
  • Proven experience and ability in a customer/service delivery focused environment.
  • Experience from within the aviation industry would also be advantageous but not essential.
  • Ability to demonstrate effective change management in a fast growing, dynamic organization.
  • Ability to gauge quickly and accurately, scale and seriousness of problems / issues and aptitude for problem solving.

 

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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