Zhibin Siow

Social Media Servicing

• Respond to customers' requests, enquiries, comments and complaints, pre and post-flight, utilising our social customer care Customer Relationship Management (CRM) platform - Salesforce
• Address and resolve issues by liaising with relevant departments for follow-up based on CSM handling guidelines
• Monitor and support daily social operations to ensure SL (case resolution & first response time) are met
• Liaise with other internal stakeholders to achieve case resolution
• Follow up and ensure closure of any customer feedback received via all social media platforms
• Support cases highlighted by Marketing and ensure closure where applicable
• Attend to cases escalated by vendor to Scoot HQ-Chat within the next working day
• Review and attend to internal department escalation pertaining to social
• Report daily social performance matrix

Disruption Handling

• Monitor of Disruption handling and represent Customer Service team for any assistance required by internal stakeholders
• Coordinate with Fulfillment team for passenger handling
• Determine service recovery options for disruption handling

Crisis & PR Support

• Be the eyes and ears of Scoot on social media platforms, alerting the corporate communication team when potential PR issues are spotted
• Support the corporate communication team in crisis and issues response on social media channels as necessary. This will include support during AOG’s, weather disruptions, etc.
• Liaise with web team and other internal stakeholders for closure of cases

Vendor Management

• Maintain and uphold Vendor’s product knowledge and competencies in delivering expected service standards set by CS
• Attend/Conduct QA Calibrations and Audits as assigned
• Be the SME POC for Vendor on product and/or customer service-related queries
• Identify knowledge gaps and/or concerns and raise timely to the appropriate channel/Supervisor

Refund Management

• Timely review and processing of refund submitted via Salesforce
• Assist customers from various channels with their refund request

• - Assist in planning, implementing, and monitoring effective marketing campaigns such as product seasonal campaigns, grassroots campaigns, promotions, and events for Mizuno Singapore
• - Work with Japan HQ and other departments in the company on the preparation of the seasonal marketing contents
• - Track, measure, and analyze all initiatives to report on ROI
• - Assist the Sports Business team in preparing budgets and monitoring expenses

• - Responsible in supporting the department in its mission to provide high standards of inflight services for the airline, ensuring safety, quality, and consistency of activities, and customer perception and satisfaction, as defined by customer service level agreements
• - Assist with planning of on-board Scootitude activities with crew
• - To assist in upkeeping Crew Report System (CRS)
• - Managing of aircraft amenities through SAP system as part of the inventory management
• - Managing of deliveries and ensure accuracy of relevant documents received
• - Verify invoices and related documents for accuracy
• - Audit and support of warehouse management practices
• - Assist in vendor management
• - Assist in ensuring product quality
• - Managing of inflight catering equipment
• - Generate and prepare inventory reports
• - Managing of Inflight documents
• - Dissemination of document(s) received from CIC/CL to respective department
• - Understand various functions of the company and provide relevant reports for their actions
• - Assist in providing information for crew reports
• - Assemble inflight and sales materials for crew sessions
• - Tracking of prizes and awards
• - Tracking of Inflight Sales lapses report
• - Provide general admin assistance and support for the Manager and Team
• - Support the different functions in the Cabin Services Department
• I.e Training & Crew Services, Operations, Crew Performance, as well as Cabin Safety when assigned by the different function managers
• - Act as a member and/or coordinator for Cabin Services Projects when required
• - Perform any other ad-hoc duties as assigned

• - Work with Sales Managers and other commercial teams
• - Manage corporate signups for B2B portal and manage end to end group quotations to GSAs;
• - Maintains positive relationships with agents/partners by providing timely support, information, researching and recommending new opportunities; recommending profit and service improvements; by remaining current on industry trends, market activities, and competitors
• - Manage ad hoc special sales promotion campaigns/projects;
• - Prepare sales reports on ad hoc basis
• - Support and manage internal stakeholder travel bookings
• - Provide B2B, B2C and partner airline group sales operations support

• - Flight dispatch runner