Summary

Call Centre Operations Management

• Support in the operational matters of the call centre and work closely with our call centre service provider to ensure that agreed service levels are met and maintained

• Support in managing the call centre operations processes and procedures and identify gaps/ key areas to improve in order to achieve better performance of the call centre

• Support in internal/external call centre audit activities and investigations and implement corrective measures as required

• Support in CRM system enhancements and identify key drivers to enhance productivity and effectiveness of the Call Centre

Passenger Notification

• Trigger schedule change, flight cancellation and any other ad-hoc passenger notification on a timely manner

• Support in coordinating with the internal business units in overbooking/ flight disruption situation

• Support in reviewing of processes within the passenger notification workflows for continuous improvements

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 SQ Customer Service team in handling customer enquires via SQs channels and interline passengers.

Project and UAT Management

• CRM System POC for Customer Services department to bridge discussion on system enhancements between Salesforce and Scoot IT Team

• 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 diploma holder with 3-5 years of working experience

• Preferably with experience in call centre management and is familiar with call centre metrics and Key Performance Indicators (KPIs)

• Proven experience and ability in a customer/service delivery focused environment

• Prior experience in aviation industry will be an added advantage