Summary
We are seeking an independent and service-oriented individual with some experience in call center operations. You'll be part of our Customer Service team delivering outstanding customer experience while managing our non-voice channels.
Responsibilities
Job Description
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.
Requirements
- Minimum Diploma holder with 3-5 years of relevant working experience
