Customer Service Specialist – Call Centre Operations

About the role

We are looking for an independent, results‑driven Customer Service Specialist to join our Customer Service team. You will work closely with our call‑centre service provider to ensure a seamless experience for Scoot’s guests.

Key responsibilities

• Support day‑to‑day call‑centre operations and ensure agreed service levels are met.
• Identify gaps in processes, drive improvements and manage internal/external audit activities.
• Coordinate passenger notifications for schedule changes, cancellations and overbooking situations.
• Review escalated cases, provide recommendations and follow up on payment or system issues.
• Act as CRM system point of contact, support enhancements and participate in UAT for system upgrades.

Required profile

• Degree or diploma holder with 3‑5 years of relevant experience.
• Experience in call‑centre management, familiar with KPIs and performance metrics.
• Strong customer‑service orientation; aviation industry experience is a plus.

Required skills

• Salesforce

What we offer

• Opportunity to work in a dynamic airline environment.
• Collaboration with cross‑functional teams to enhance customer experience.