Full-timeCustomer service· Posted 7 Oct

Specialist, Customer Service (Non-Voice Channel Operations)

ScootApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

Scoot is hiring a customer service specialist to join the Vendor Management Team at its Singapore HQ. You will handle feedback and complaints from customers, focusing on non-voice channels, and work with the Assistant Manager to oversee vendor quality and performance. This role suits someone with strong written communication skills and a few years of customer service experience.

What you'll do

Manage and ensure closure of exceptional cases raised by vendors to the HQ team, including complicated or sensitive cases.
Review escalated cases in Salesforce and recommend resolutions, guiding vendors on exceptional cases.
Approve or provide further follow-up action to facilitate case closure.

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Maintain acceptable turnaround time for escalated cases.

Assess the quality of vendor responses and recommend improvements where needed.

Review case handling and ensure proper follow-up.

Ensure agreed SLAs are met and vendors respond to customers on time.

Support monitoring of the vendor's overall service level and ensure vendor KPIs align with expected SLAs.

Monitor disruption handling when scheduled and represent the customer service team for internal stakeholder assistance.

Review and process refunds as assigned in a timely manner.

Good to know

Based at Singapore HQ.
Full-time role.

Requirements

Bachelor's degree or Diploma in any discipline
3-5 years' experience in similar capacities
Good interpersonal communication skills
Ability to clearly articulate thoughts
Ability to recognize tone and mood through written communication
Good PR sense and ability to make sound judgement calls

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Specialist, Customer Service (Non-Voice Channel Operations)

About the role

What you'll do

Good to know

Requirements

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