Vendor Experience & Escalation Specialist

Scoot; Singapore; Sur place; SGD 48 000 - 72 000; Plein temps

Résumé du poste

Scoot is seeking an energetic professional to join the Customer Service, Vendor Management Team in Singapore. You will investigate customer feedback and complaints and propose improvements to the customer experience while partnering with the Assistant Manager to oversee vendor quality and performance, with a focus on non-voice channels.

The role emphasizes collaboration across teams, timely case closures in Salesforce, and ensuring SLA-aligned vendor responses, with prior airline or social media

Qualifications

• Bachelor's degree or Diploma in any discipline with 3-5 years' experience in similar capacities.
• Good interpersonal communication skills and ability to clearly articulate thoughts.
• Ability to recognize tone and mood through written communication.
• Good PR sense and ability to make sound judgement calls.
• Airline experience and/or prior working experience in social media, live chat, or experience in customer service is preferred.

Responsabilités

• Manage and ensure closure of exceptional cases raised by the vendors to the HQ team: generally complicated, or sensitive cases.
• 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.
• 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 by vendor.
• Provide support in monitoring Vendor's overall Service Level and ensure vendor's KPI are aligned with the expected SLA.
• Monitor of Disruption handling when scheduled and represent Customer Service team for any assistance required by internal stakeholders.
• Timely review and processing of refund submitted as assigned.

Connaissances

Interpersonal skills

Written communication

Tone recognition

Decision making

Formation

Bachelor's degree

Diploma

Outils

Salesforce CRM

Description du poste

Scoot is seeking an energetic professional to join the Customer Service, Vendor Management Team in Singapore. You will investigate customer feedback and complaints and propose improvements to the customer experience while partnering with the Assistant Manager to oversee vendor quality and performance, with a focus on non-voice channels.

The role emphasizes collaboration across teams, timely case closures in Salesforce, and ensuring SLA-aligned vendor responses, with prior airline or social media