Specialist, Customer Service

Role overview

Scoot is hiring an energetic and proactive professional to join its Customer Service and Vendor Management function in the East Region of Singapore. This position centers on non-voice customer support channels and involves handling customer feedback, complaints, and complex vendor-raised cases. You will also work closely with the Assistant Manager to track vendor quality, service performance, and opportunities to improve the overall customer experience.

What you will do

• Take ownership of unusual, complicated, or sensitive cases escalated by vendors to the HQ team and drive them to closure.
• Examine escalations logged in Salesforce, recommend practical resolutions, and guide vendors on how to handle exceptional situations.
• Decide whether a case can be closed or whether additional follow-up is needed.
• Keep escalated case response times within the expected turnaround standard.
• Evaluate vendor responses and point out areas where service quality can be strengthened.
• Check case handling practices and make sure follow-up actions are completed when required.
• Ensure vendor response times and service levels remain within the agreed SLA targets.
• Support the monitoring of vendor performance and alignment of vendor KPIs with the expected service standards.
• Track disruption-handling activities when scheduled and represent the Customer Service team when assistance is needed from internal stakeholders.
• Review and process refund requests assigned to you in a timely manner.

Requirements

• A bachelor’s degree or diploma in any discipline.
• 3 to 5 years of experience in a comparable role.
• Strong interpersonal and communication abilities, with the skill to express ideas clearly.
• Capability to understand tone and sentiment from written messages.
• Good judgment and a professional approach when making decisions.
• Experience in the airline sector, or prior work in social media, live chat, or customer service, is preferred.

Additional information

This role focuses on non-voice service channels and requires close coordination with vendors and internal teams. The position involves reviewing sensitive customer cases, supporting disruption handling, and helping maintain service quality standards through consistent follow-up and timely decisions.