Job Description

Summary We are searching for a team player to be part of Training, Development & Policies Team! You will be part of Customer Service Department and will be the (Specialist I/II) providing training and quality assurance support to the department and Service Centre. This position ensures that all departmental processes, manuals and training materials (including revisions) are kept relevant and meet operational performance standards. You will also work closely with Service Centre to achieve departmental goals.



Quality Assurance

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  Perform weekly/monthly quality audits of voice calls, email and live chat cases
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  Support Service Centre Quality Audit program & ensure Quality Assurance resources are kept up to date and disseminated timely to external/internal stakeholders, facilitates weekly & monthly calibration session whenever necessary, and monthly summary sessions with Service Centre.

Policies

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  Prepare and implement written departmental processes and procedures for dissemination to internal / external stakeholders.
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  Support improvement / enhancement projects in relation to training development and policies
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  Analyse competitor landscape to identify opportunities for improvement, and sources of future competitive advantage.
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  Adherence to Regulatory Standards, Service Recovery & Escalations
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  Ensure Scoot products and policies are compliant with foreign regulations/legislated requirements
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  Liaise with foreign regulators on escalated concerns, and implement corrective action as appropriate

Operations Admin

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  Support refunds management process to meet department KPIs.
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  Monitor disruption chat channel and provide support as necessary.

Others

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  Support training;
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  Perform any other ad-hoc duties as assigned.

Job Requirements:

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  Degree holder or a Diploma holder with 3-5 years experience in customer service
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  Knowledge of airlines customer service operations would be an advantage

Skills: