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Online Customer Service Specialist

Skyscanner is a leading global travel search site and app, a place where people are inspired to plan and book direct from millions of travel options at the best prices. We employ over 900 staff across ten offices globally, and, having reached market leader status, we were recently acquired by Chinese online travel company Ctrip in a deal valued at £1.4bn. While we remain operationally independent, our acquisition by Ctrip allows us to take the business to the next level of accelerated global growth. It’s a hugely exciting time for Skyscanner and the over 60m people who use us every month. We are unbiased and free, and our secret is in our unique proprietary technology that connects people directly to everything the travel industry has to offer.

We’re looking for an excellent member to join our User Satisfaction team as an Online Customer Services Specialist for the EMEA markets. Working in the User Satisfaction team you will also contribute significantly to the positive brand and reputation of Skyscanner. You will be the face of the business to many of our millions of users, helping to improve their experience and contributing to tracking feedback and ideas. Due to our continued and rapid expansion, a flexible and adaptable approach is essential.

As the customer service team for Skyscanner, the User Satisfaction Team puts our emphasis on outstanding customer service. We work closely with our technical teams and partners to investigate any issues our users raise, and with our Commercial and growth teams to make sure our users’ needs and concerns are addressed. We look for technological solutions to help us provide the best service possible, and also support our users by developing and maintaining our online help content.

Sitting within the Marketplace Care tribe, the User Satisfaction Team is also responsible for deriving insights from the collective contact we receive. We champion our users by analysing and reporting the collective feedback we receive, and providing actionable user insights and feedback on new and existing features.

What you can expect as an Online Customer Service Specialist

* Work with our global User Satisfaction team to ensure the best possible service for our travellers at all times

* Take ownership of individual user problems from start to finish, liaising with our partners and internal stakeholders to ensure positive outcomes and delight our users

* Proactively work to solve recurring user problems by working closely with commercial and technical areas of the business

* Be an evangelist for the voice of the customer internally

* Help improve processes and reduce waste wherever possible

* Maintain and continuously improve Skyscanner’s on-site Help pages

What we are looking for

* Online Customer Service experience, preferably in an online or travel environment

* A passion for outstanding customer service, along with a history of success delivering excellent customer service via email and social channels

* Outstanding written English ability and complaint handling skills

* Great organisational and communication skills

* Ability to adeptly handle difficult situations in writing, balancing multiple stakeholder interests

* Excellent judgement and awareness in difficult circumstances

* Comfortable handling data and making data-driven decisions

* Strong user, product, commercial and growth awareness

* Attention to detail and commitment to perfection in your work

* An ability to multi-task across a variety of business areas

* Experience with online web applications and tools; experience of Zendesk or JIRA a plus

* Excellent written and spoken English, any other languages helpful

* Passion for helping others and a positive outlook in challenging situations

* Fast learner and enthusiasm for absorbing new concepts and processes with a flexible and adaptable approach

* Positive approach to work and to continuous improvement

Why Us?

We are proud to have a working environment that sets our employees up for success, as well as all the usual perks you would expect from barista machines to massage chairs, to free food, holiday buying scheme as well as frequent townhalls with our CEO. What we really aim for is a place where people can thrive, be trusted to make impact and ultimately help us put our users first.

What you will get in Edinburgh -

Our Headquarters office is situated in the beautiful city of Edinburgh where the company was founded. An office which boasts an aircraft wing as its reception desk, in flight seating which double as massage chairs and many spaces to be creative and take time out to catch some headspace. Situated near the Meadows park in the midst of a thriving start up and tech community, it’s the home of many of our Product Engineering and Growth tribes and with space to hire many more staff we are excited to welcome our new recruits.

Skyscanner can offer you large scale, complex problems where you can reach 60 million users whilst enjoying a high level of autonomy and influence and a flexible working environment where you can thrive.

Join us now.

I would like to apply for the post of Online Customer Service Specialist bases at your esteemed organisation. I have attached my CV.

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