Senior Specialist, Customer Service (Non-Voice Operations)

Scoot Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading airline in Singapore is seeking a candidate for vendor management, overseeing service standards and resolving issues. Responsibilities include managing escalated cases, monitoring performance against SLAs, handling disruptions, and processing refunds. The ideal candidate should demonstrate strong organizational skills and experience in customer service environments. This role provides an opportunity to contribute to service quality and customer satisfaction.

Responsibilities

• Maintain Vendor’s product knowledge and service standards.
• Manage and close exceptional cases escalated by vendors.
• Monitor performance and adherence to SLAs.
• Coordinate disruption handling and service recovery.
• Process refund requests via Salesforce.

Job description

Summary

Job Description

Responsibilities

Vendor Management

• Maintain and uphold Vendor’s product knowledge and competencies in delivering expected service standards set by Customer Service team

• Ensure knowledge consistency within vendor with reference to current CSM/CSI/Travel Advisories

• Attend/Conduct QA Calibrations and complete monthly Audits as assigned for Live Chats and Webforms

• Partner with PDR on error trend analysis and corrective measures

• Handle CSAT & DSAT Tracking and maintain a positive trend; closing any gaps timely when identified

• Be the SME POC for Vendor on product and/or customer service-related queries

• Close coordination with Customer Service Team to ensure escalation processes are adhered to

Escalations (Non-voice) Management

• Responsible for managing and ensuring closure of exceptional cases raised by the vendors to the HQ team: generally, complicated, or sensitive cases may be handled directly by the Web Form Team

• Review all escalated cases raised in Salesforce and render support by recommending resolutions and guide vendor on exceptional cases

• Approve or provide further follow up action to facilitate case closure

• Maintain acceptable turnaround time for escalated cases to be responded

• Ensure all cases handled via SalesForce are in correct status and tagging

• Assess quality of response by vendor and recommend areas of improvement, if necessary.

• Review case handling and ensure proper follow up when necessary

• Ensure that the agreed/tolerable SLAs are met and timely response to customer

Performance Monitoring

• Monitor Ageing and multiple cases while managing vendor’s SLA adherence, provide guidance in resolution to complex and high level cases

• Partner with supervisors to monitor Vendor’s overall Service Level

• Partner with supervisors to monitor and ensure vendor’s KPI are aligned with Scoot’s expected SLA

• To be the POC/SME for Live Chat and Webform Team to approach for any irregularities, follow-up with documentation, whenever necessary, and highlight to supervisors

• Ensure knowledge within NVOps are consistent

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.

Refund Management

• Timely review and processing of refund submitted via SalesForce as assigned on a weekly basis

• Assist customers from various channels with their refund request, if applicable.