Specialist, Customer Service

About the role

Scoot is seeking an energetic Specialist to join its Customer Service & Vendor Management team. You will investigate customer feedback and complaints, propose improvements to the customer experience, and work closely with the Assistant Manager to oversee vendor quality and performance across non‑voice channels.

Key responsibilities

• Manage and close exceptional cases raised by vendors, handling complex or sensitive issues.
• Review escalated cases in Salesforce, recommend resolutions, and guide vendors.
• Approve or trigger follow‑up actions to ensure timely case closure.
• Maintain acceptable turnaround times and monitor SLA compliance.
• Assess vendor response quality and suggest improvement areas.
• Monitor overall vendor service levels and align KPIs with expected SLAs.
• Represent the Customer Service team in disruption handling and internal stakeholder assistance.
• Process refunds assigned to the role promptly.

Required profile

• Bachelor’s degree or Diploma in any discipline.
• 3‑5 years of experience in a similar customer‑service or vendor‑management capacity.
• Strong interpersonal communication and ability to articulate thoughts clearly.
• Ability to interpret tone and mood in written communication.
• Good PR sense and sound judgement.
• Airline experience or background in social media, live chat, or customer service is preferred.

Required skills

• Salesforce