Customer Service Specialist (Non-Voice Channels, 12-Hour Shifts)

About the role

A Customer Service specialist is sought to support customer queries, manage disruptions and deliver service through non-voice channels such as social media and live chat. The role plays a key part in providing timely, empathetic and effective service recovery, working with internal teams and external vendors. It involves 12-hour rotating shifts.

Key responsibilities

• Social media servicing: respond to guests' and fans' requests, enquiries, comments and complaints before and after flights using the Salesforce CRM, and resolve issues by liaising with departments according to CSM handling guidelines.
• Monitor and support daily social operations so that SLAs for case resolution and first response time are met, and report the daily social performance matrix.
• Follow up and close customer feedback from all social platforms, support cases highlighted by Marketing, and handle vendor escalations to the HQ chat within the next working day.
• Disruption handling: coordinate with the Fulfillment team for passenger handling and determine service recovery options.
• Vendor management: maintain vendor product knowledge, attend QA calibrations and audits, and act as the vendor's point of contact for product and customer service queries.
• Refund management: process refunds submitted via Salesforce and assist customers across channels with their refund requests.

Required profile

• Bachelor's degree or diploma in a related discipline.
• Ability to work 12-hour rotating shifts.
• Preferred: proven experience in social media management, live chat or customer service.

Required skills

• Working knowledge of Microsoft Office.
• Aptitude to learn and operate complex aviation scheduling and reservation software.