Specialist, Customer Service (Non-Voice Channel Operations) …, Singapore

Summary
We are seeking a Customer Service specialist to support customer queries, managing disruptions and delivery exceptional customer service through the non-voice channels. This role plays a critical part in delivering timely, empathetic and effective service recovery while collaborating with internal teams and external vendors.
Job Description
Key responsibilities
Social Media Servicing
Respond to guest's or fans' requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care CRM platform - Salesforce. Address and resolve, issues by liaising with relevant departments for follow-up based on CSM handling guidelines. Monitor and support daily social operations to ensure SL (case resolution & first response time) are met. Liaise with other internal stakeholders to achieve case resolution. Follow up and ensure closure of any customer feedback received via all social media platforms. Support cases highlighted by Marketing and ensure closure where applicable. Attend to cases escalated by vendor to Scoot HQ-Chat within the next working day Review and attend to internal department escalation pertaining to social. Report daily social performance matrix.
Disruption Handling
Monitor of Disruption handling and represent Customer Service team for any assistance required by internal stakeholders Coordinate with Fulfillment team for passenger handling Determine service recovery options for disruption handling
Vendor Management
Maintain and uphold Vendor's product knowledge and competencies in delivering expected service standards set by CS Attend/Conduct QA Calibrations and Audits as assigned Be the SME POC for Vendor on product and/or customer service related queries Identify knowledge gaps and/or concerns and raise timely to the appropriate channel/Supervisor
Refund Management
Timely review and processing of refund submitted via SalesForce Assist customers from various channels with their refund request, if applicable.
Requirements
Bachelor's degree or Diploma in any related discipline Able to work 12-hr rotating shifts Working knowledge of Microsoft Office with aptitude to learn and operate complex aviation scheduling/reservation softwares. Proven experience working in Social Media Management, Live Chat or Customer Service is preferred