Specialist, Customer Service - Vendor Management

Position Overview

Scoot seeks a proactive and engaging professional to join its Customer Service team focusing on Vendor Management. This role involves thorough investigation of customer feedback and complaints to enhance the organization's customer service and overall experience. In collaboration with the Assistant Manager, the incumbent will monitor vendor performance and quality, primarily supporting non-voice customer service channels.

Responsibilities

• Manage and ensure resolution of complex or sensitive cases escalated by vendors to the headquarters team.
• Review escalated cases logged in Salesforce, offering recommendations and guidance to vendors on exceptional matters.
• Authorize or suggest additional actions required for case closure.
• Maintain timely responses to escalated issues within acceptable turnaround times.
• Evaluate vendor responses for quality and suggest improvements as necessary.
• Oversee case management ensuring necessary follow-ups and adherence to agreed service standards.
• Guarantee vendor compliance with SLAs and prompt customer responses.
• Support monitoring of vendor service levels and alignment of KPIs with expected service agreements.
• Oversee disruption management during scheduled events and act as Customer Service representative to assist internal teams.
• Process and review assigned refund requests in a timely manner.

Qualifications and Skills

• Possess a Bachelor’s degree or Diploma in any discipline with 3 to 5 years of relevant experience in similar roles.
• Strong interpersonal and communication skills enabling clear articulation of ideas.
• Ability to interpret tone and mood nuances within written communication.
• Good public relations insight and capability to exercise sound judgment.
• Experience in the airline industry, social media management, live chat support, or customer service is advantageous.