Job Description

Summary Scoot is looking for an energetic and dynamic individual to be a part of the Customer Service, Social Media Team. The individual will be responsible for the investigation/handling of feedbac Summary Scoot is looking for an energetic and dynamic individual to be a part of the Customer Service, Social Media Team. The individual will be responsible for the investigation/handling of feedback from customers and providing views and ideas on how the customer service/customer experience can be improved in the organization. The role will focus on social media and live chat feedback management, and report to Assistant Manager, Customer Service. Respond to customers'/guests' or fans' requests, enquiries, comments and complaints, pre and post-flight, utilizing our social media and live chat platforms Support the Global Contact Centre team as well as other functional teams within the airline Address and resolve issues by liaising with relevant departments for follow-up, based on customer service handling guidelines Continuously aim to provide a satisfactory response in accordance with the set key performance indicators Assist in developing and maintaining the social customer care team's FAQ and process documents (chatbot, social pages, live chat) Generate daily/weekly/monthly social platforms performance reports Be the eyes and ears of Scoot on social media and live chat platforms, alerting the corporate communication team when potential PR issues are spotted Support the corporate communication team in crisis and issue response on social media channels as necessary. This will include support during AOG's, weather disruptions, etc. Monitor and support any operation disruptions during assigned week Review of refunds for approval Any other duties assigned by reporting manager Requirements Bachelor's degree in any discipline At least 1 year of working experience is preferred Excellent English as well as strong fluency in writing both simplified & traditional Chinese, to liaise with Mandarin-speaking stakeholders Good interpersonal communication skills and ability to clearly articulate thoughts Ability to recognise tone and mood through written communication Good PR sense and ability to make sound judgement calls Personable, sincere, humble, proactive, trustworthy, and a good team player Enjoys the lifestyle and flexibility of working in shifts Airline experience, prior working experience in social media, live chat, or experience in customer service is preferred