Online Customer Support Specialist

Skyscanner; Singapore; On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Online Customer Support Specialist to enhance traveler experiences. In this role, you will be pivotal in advocating for customer needs, resolving issues, and collaborating with various teams to improve service quality. If you are passionate about customer satisfaction and thrive in a dynamic environment, this opportunity is perfect for you. Join a forward-thinking company where your contributions will directly impact customer journeys and brand reputation.

Qualifications

• Experience in online customer service, preferably in the travel industry.
• Strong complaint handling and communication skills.

Responsibilities

• Provide quality service to travelers, ensuring excellent customer support.
• Take ownership of customer issues, liaising with partners and stakeholders.

Skills

Online Customer Service

Complaint Handling

Communication Skills

Data-Driven Decision Making

Multitasking

Tools

Zendesk

JIRA

Job description

Join to apply for the Online Customer Support Specialist role at Skyscanner.

We’re looking for a team player to join our User Satisfaction team as an Online Customer Support Specialist, based in Singapore. You will contribute to the positive brand and reputation of Skyscanner by helping to improve customer experience, tracking feedback, and collaborating with technical teams, partners, and internal departments.

The role involves investigating customer issues, developing and maintaining help site content, and deriving insights from customer feedback to enhance service quality.

Key Responsibilities

• Provide quality service to travelers, ensuring excellent customer support
• Take ownership of customer issues, liaising with partners and stakeholders for positive outcomes
• Collaborate across teams to resolve recurring problems
• Advocate for travelers' needs internally
• Assist in process improvements and maintain help pages

Requirements

• Experience in online customer service, preferably in the travel industry
• Native-level written and spoken English, proficiency in Japanese or Korean
• Strong complaint handling and communication skills
• Ability to multitask and handle difficult situations
• Comfortable with data and making data-driven decisions
• Experience with online tools like Zendesk or JIRA is a plus
• Proactive, adaptable, and quick to learn

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Technology, Information and Internet