Summary
Key responsibilities
Responsible for managing and ensuring closure of exceptional cases raised by the vendors to the HQ team: generally complicated, or sensitive cases.
Review all escalated cases raised in Salesforce and render support by recommending resolutions and guide vendor on exceptional cases.
Approve or provide further follow up action to facilitate case closure.
Maintain acceptable turnaround time for escalated cases to be responded.
Assess quality of response by vendor and recommend areas of improvement, if necessary.
Review case handling and ensure proper follow up when necessary.
Ensure that the agreed/tolerable SLAs are met and timely response to customer by vendor.
Provide support in monitoring Vendor’s overall Service Level and ensure vendor’s KPI are aligned with the expected SLA.
Monitor of Disruption handling when scheduled, and represent Customer Service team for any assistance required by internal stakeholders.
Timely review and processing of refund submitted as assigned.
Key requirements
Bachelor’s degree or Diploma in any discipline with 3-5 years experience in similar capacities
Good interpersonal communication skills and ability to clearly articulate thoughts
Ability to recognize tone and mood through written communication
Good PR sense and ability to make sound judgement calls
Airline experience and/or prior working experience in social media, live chat, or experience in customer service is preferred