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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?"



Officer, Customer Service

Apply now Job no: 493021
Work type: Full time
Location: Singapore
Categories: Comms & Guest Relations

Scoot is looking for an energetic and dynamic individual to be a part of the customer service team. The person will be responsible for investigation of feedback / complaints from customers and providing views and ideas on how the customer service / customer experience can be improved in the organization. The Officer will report to AM Customer service and focus on calls / email feedback management. 

Main Responsibities

  • 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
  • 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 AM Customer Service or other departments as necessary to facilitate closure.
  • 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. 

Requirements

Essential traits

  • Diploma holder 
  • Experience in customer service role in other companies with high customer expectation and high volume of cases
  • Proven experience and ability in a customer/service delivery focused environment
  • Experience from within the aviation industry would also be advantageous but not essential

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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