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Urgent! Senior Specialist / Assistant Manager, Customer Service (Call Center Operations) Job Opening In Singapore, Singapore – Now Hiring Scoot

Senior Specialist / Assistant Manager, Customer Service (Call Center Operations)



Job description

Senior Specialist / Assistant Manager, Customer Service (Call Center Operations)
Summary: We are searching for a highly independent and result-oriented Customer Service Specialist! You will be part of the Customer Service team and will be supporting the management of our call centre service provider to deliver outstanding customer experience to Scoot’s guests.


Responsibilities
Support Manager in the operational matters of the Call Centre and work closely with the appointed vendor to ensure that agreed service levels are met and maintained
Support Manager to manage the call centre operations processes and procedures and identify gaps/ key areas to improve in order to achieve better performance of the Call Centre
Monitor Call Centre CSAT/ DSAT scores weekly and work closely with the appointed vendor to identify root cause of customer dissatisfaction and ways to improve customer satisfaction
Monitor CRM system to ensure call centre clears the ‘CCL1/ CCL2 Escalation’ and ‘CC Fulfillment’ queues and there are no backlogs
Manage escalated cases pertaining to Call Centre, perform root-cause analysis and implement initiatives for improvement
Support Manager to review and update phone lines and IVR call flow/ messages, as and when required
Support Manager in CRM system enhancements and identify key drivers to enhance productivity and effectiveness of the Call Centre
Passenger Notification
Trigger Schedule Change notification (including flight cancellation, gauge changes) on a timely manner and coordinate with Call Centre Team if callouts are required
Trigger ad-hoc passenger notification (overbooking, change of airport terminal, limited in-flight services etc.) and follow-up with any related workflows (e.g. refund/ rebook), as and when required
Support manager in coordinating with Planning and Grounds Team in overbooking situations to determine whether voluntary or involuntary offload is required
Support manager in coordinating with Planning Team during mass schedule change and/or cancellation to determine if the PNRs can be placed in multiple queues (notification to be staggered for call centre surge management)
Monitor ad-hoc disruption during Disruption Week and ensure that Call Centre Team sends out passenger notification on a timely manner.

Duty personnel will update template in CRM system as and when required and will be the point of contact for any issues faced by Call Centre Team
Escalated Cases Management
Review escalated cases from the call centre and internal business units and provide the appropriate recommendations/ approvals
Monitor and follow up to ensure that payment or system issues highlighted by the call centre are rectified by the responsible stakeholders
Work closely with external stakeholders in handling customer enquiries for interline passengers.


Call Centre Quality and Training
Perform monthly call monitoring audit based on stipulated sample size and identify gaps and areas to improve the quality performance of the Call Centre
Participate in weekly call calibration (to reduce variance in call monitoring scoring) and monthly QA review with Call Centre vendor, as and when required
Work with relevant team in reviewing the call monitoring form and guidelines during the quarterly/ biyearly review exercise
Identify common errors and service lapses made by call centre and highlight to Manager for coordination with relevant team on refresher/ reinforcement training
Identify changes or updates required to the call centre operational processes/ procedures and highlight to Manager for coordination with relevant team to update Manual and training materials
Review the Knowledge Check (KC) and Dip Check (DC) questionnaires provided by Call Centre Vendor
Project and UAT Management
CRM System POC for Customer Services department to bridge discussion on system enhancements
UAT support on product and system upgrade and enhancement – Representative for CS and/or call centre, participate in project meetings and perform UAT prior to launch
Requirements
Degree holder or a Diploma holder with 3-5 years experience in call centre/ customer service
Preferably with experience in call centre management and is familiar with call centre metrics and Key Performance Indicators (KPIs)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation
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Required Skill Profession

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