Online Customer Support Executive

We’re looking for a team player to join our User Satisfaction team as an Online Customer Support 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 make sure 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 collective feedback we receive, providing actionable traveller 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 - Customer Service experience in an online environment. Travel industry experience is a plus.
• Language skills - Arabic or any other language skills are a plus
• Outstanding customer service - A passion for delivering outstanding customer service, along with a history of success in delivering excellent customer service, via email in particular
• Complaint handling skills - Outstanding written complaint-handling skills
• Great organisational and communication skills. 
• Prioritisation and Organisational skills - Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests
• Data led - Comfortable with data and making data-informed decisions, e.g. spotting trends in types of complaints Skyscanner is receiving
• Cross functional collaboration - Cross-functional collaboration experience (e.g. working with Product, Commercial, and Marketing teams)
• Attention to detail - Attention to detail and commitment to quality execution in your work
• Tools - Experience with online web applications and tools. Experience with Zendesk or JIRA is a plus
• Proactive and adaptable - A fast learner, with enthusiasm for absorbing new concepts and processes with a flexible and adaptable approach

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