Job Description

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.ResponsibilitiesSocial Media ServicingRespond to customers\' requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care Customer Relationship Management (CRM) platform - SalesforceAddress and resolve issues by liaising with relevant departments for follow-up based on CSM handling guidelinesMonitor and support daily social operations to ensure SL (case resolution & first response time) are metLiaise with other internal stakeholders to achieve case resolutionFollow up and ensure closure of any customer feedback received via all social media platformsSupport cases highlighted by Marketing and ensure closure where applicableAttend to cases escalated by vendor to Scoot HQ-Chat within the next working dayReview and attend to internal department escalation pertaining to socialReport daily social performance matrixDisruption HandlingMonitor of Disruption handling and represent Customer Service team for any assistance required by internal stakeholdersCoordinate with Fulfillment team for passenger handlingDetermine service recovery options for disruption handlingCrisis & PR SupportBe the eyes and ears of Scoot on social media platforms, alerting the corporate communication team when potential PR issues are spottedSupport the corporate communication team in crisis and issues response on social media channels as necessary. This will include support during AOG\xe2\x80\x99s, weather disruptions, etc.Liaise with web team and other internal stakeholders for closure of casesVendor ManagementMaintain and uphold Vendor\xe2\x80\x99s product knowledge and competencies in delivering expected service standards set by CSAttend/Conduct QA Calibrations and Audits as assignedBe the SME POC for Vendor on product and/or customer service-related queriesIdentify knowledge gaps and/or concerns and raise timely to the appropriate channel/SupervisorRefund ManagementTimely review and processing of refund submitted via SalesforceAssist customers from various channels with their refund request, if applicableRequirementsAbility to perform shiftworkDegree holder or a Diploma holder with 3-5 years\' experience in a similar roleAirline experience, prior working experience in social media, live chat, or experience in customer service is preferredSkills: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}

Scoot