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Online Customer Service Executive
Edinburgh
When we launched as a flight comparison site back in 2003, we changed the game by helping travellers feel smart, like they were in on a secret. That promise hasn't changed. Today, while we're a world leader in travel, with millions of people using our products every single day, we know there's so much more we can be doing.
Being part of Skyscanner means joining a team hell-bent on building the world's most innovative and helpful travel experiences possible. We're hugely ambitious and believe we have the chance to genuinely challenge and disrupt the industry.
We’re looking for a team player to join our User Satisfaction team as an Online Customer Service Executive, based in Edinburgh. Working with the team, you will contribute significantly to the positive brand and reputation of Skyscanner. You will be the face of the business to many of our millions of travellers, helping to improve their experience and contributing to tracking feedback and ideas.
We emphasise outstanding customer service, working closely with our technical teams and partners (online travel agents and airlines) to investigate any issues our travellers raise, and with our Product, Commercial, and Marketing teams to ensure our travellers’ needs are addressed. We look for technological solutions to help us provide the best service possible and support our travellers by developing and maintaining Skyscanner’s help site content.
The User Satisfaction Team is also responsible for deriving insights from the collective contact we receive. We champion our travellers by analysing and reporting on the feedback we receive, providing actionable insights and feedback on new and existing features.
What you can expect as a User Satisfaction Executive:
* Quality service: Work with our global User Satisfaction team to ensure the best possible service for our travellers at all times.
* Ownership: Take ownership of individual traveller problems from start to finish, liaising with our partners and internal stakeholders to ensure positive and fair outcomes at all times.
* Collaboration: Proactively work to solve recurring traveller problems by collaborating closely with other areas of the business.
* Traveller voice: Be an advocate for the voice of the traveller internally.
* Process improvement: Help improve processes and efficiency wherever possible.
* Maintain help pages: Help maintain and continuously improve Skyscanner’s self-help pages.
What we’re looking for:
* Online Customer Service experience, preferably in an online environment. Travel industry experience is a plus.
* A passion for outstanding customer service, along with a history of success in delivering excellent customer service, particularly via email.
* Great organisational and communication skills. Arabic or any other language skills are a plus.
* Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests.
* Comfortable with data and making data-informed decisions, e.g., spotting trends in types of complaints Skyscanner is receiving.
* Cross-functional collaboration experience (e.g., working with Product, Commercial, and Marketing teams).
* Attention to detail and commitment to quality execution in your work.
* Experience with online web applications and tools. Experience with Zendesk or JIRA is a plus.
* A fast learner, with enthusiasm for absorbing new concepts and processes with a flexible and adaptable approach.
You'll join a brilliantly diverse group from all corners of the world. After all, travel is about finding new perspectives and experiencing new people and cultures - and Skyscanner is strongest when our teams are both inclusive and diverse.
Skyscanner is an equal opportunities employer, and all qualified applicants will be considered for employment without discrimination based on protected characteristics such as age, ethnicity, race, religion or belief, political views, sexual orientation, sex, gender (whether identity, reassignment, or expression), pregnancy or maternity, marital status, disability, or any other category protected by law.
We are committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations, please let our recruitment team know.
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