Job DescriptionKey Responsibilities: Customer care
Respond to guest’s or fans’ requests, enquiries, comments and complaints, pre and post flight, utilising our social customer care platform, with support from the Global Contact Centre team as well as other functional teams within the airline.
Address and resolve issues by liaising with relevant departments for follow-up based on social care handling guidelines.
Continuously aim to provide a satisfactory response to guests in accordance to key performance indicators including but not limited to; Providing resolution within agreed service level & Exhibiting sound decision-making and ability to understand and address guests’ concern.
Create conversations with guests and fans to build and maintain rapport and drive engagement on our social media platforms.
Assist in developing and maintaining the social customer care team’s FAQ documents.
Assist with refunds management process.
Produce weekly/monthly social platforms’ performance reports.
Crisis and PR support
Be the eyes and ears of Scoot on social media platforms, alerting the corporate communication team when potential PR issues are spotted.
Support the corporate communication team in crisis and issue responses on social media channels as necessary.
Update Social Media platform during AOG’s, weather disruptions, etc. in a timely manner.
As our ideal candidate:
You are passionate about helping people and get excited about opportunities to surprise and delight.
You share our vision to provide excellent customer experience.
You enjoy the lifestyle and flexibility of working in shifts
Other requirements:
Fresh graduate (Degree holder), or Diploma holder with at least 3 years working experience.
Airline experience, prior working experience in social media or experience in customer service will be advantageous.
Excellent written and interpersonal communication skills.
Chinese & Cantonese reading and writing skills is also an advantage to deal with Chinese speaking customers
Ability to clearly articulate thoughts.
Ability to recognise tone and mood through written communication.
Good PR sense and ability to make sound judgement calls.
Personable, sincere, humble, proactive, trust-worthy, and a good team player.
