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- Tasks: Support travellers by resolving issues and improving their experience with Skyscanner.
- Company: Skyscanner is a leading travel search engine, dedicated to enhancing user satisfaction.
- Benefits: Enjoy a full-time role with opportunities for remote work and collaboration in a vibrant team.
- Why this job: Be the voice of travellers, advocate for their needs, and contribute to a positive brand reputation.
- Qualifications: Fluent in English and one additional language; customer service experience is essential.
- Other info: Entry-level position ideal for high school and college students passionate about travel and technology.
The predicted salary is between 28800 - 43200 £ per year.
Are you fluent in written Arabic, Portuguese, German or Japanese? Do you have a passion for and background in online and/or travel customer service? 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 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 local Edinburgh and 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 for our travellers and partners.
- 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, and with our partners.
- 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
- Language skills - Excellent written and spoken English. Applicants must have native-level written proficiency in either Arabic, Portuguese, German or Japanese.
- Outstanding customer service - Experience in and a passion for delivering exceptional customer service via email, in particular.
- Online Customer Service experience - Customer Service experience in an online environment. Travel industry experience is a plus.
- Complaint handling skills - Outstanding written complaint-handling 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.
Online Customer Support Executive employer: SkyScanner
Contact Detail:
SkyScanner Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Support Executive
✨Tip Number 1
Familiarise yourself with Skyscanner's services and the travel industry. Understanding their platform and how it operates will help you answer customer queries more effectively and demonstrate your passion for the role.
✨Tip Number 2
Brush up on your complaint handling skills. Since you'll be dealing with customer issues, practice responding to common complaints in a calm and professional manner to show that you're ready for the challenges of the job.
✨Tip Number 3
Highlight any experience you have with online customer service tools like Zendesk or JIRA. Being familiar with these platforms can set you apart from other candidates and show that you're tech-savvy.
✨Tip Number 4
Demonstrate your ability to work collaboratively. Think of examples where you've successfully worked with different teams to solve problems, as this is crucial for the role and will showcase your teamwork skills.
We think you need these skills to ace Online Customer Support Executive
Some tips for your application 🫡
Highlight Language Proficiency: Make sure to emphasise your native-level written proficiency in either Arabic, Portuguese, German, or Japanese. This is a key requirement for the role, so showcase any relevant experience using these languages in a customer service context.
Showcase Customer Service Experience: Detail your previous experience in online customer service, particularly in the travel industry if applicable. Use specific examples to illustrate how you have delivered exceptional service and handled complaints effectively.
Demonstrate Data-Driven Decision Making: Mention any experience you have with data analysis, especially in identifying trends related to customer feedback or complaints. This will show that you can make informed decisions based on data, which is important for the role.
Emphasise Collaboration Skills: Discuss your ability to work collaboratively across different teams, such as Product, Commercial, and Marketing. Provide examples of how you have successfully worked with others to solve problems or improve processes.
How to prepare for a job interview at SkyScanner
✨Showcase Your Language Skills
Since the role requires fluency in written Arabic, Portuguese, German, or Japanese, be prepared to demonstrate your language proficiency. You might be asked to respond to a customer query in your chosen language, so practice writing clear and concise responses.
✨Highlight Your Customer Service Experience
Emphasise any previous experience you have in online customer service, especially in the travel industry. Share specific examples of how you've handled difficult situations or complaints, showcasing your problem-solving skills and commitment to outstanding service.
✨Prepare for Data-Driven Questions
As the role involves analysing traveller feedback and trends, be ready to discuss how you've used data in past roles. Think of examples where you've made decisions based on data insights and how that improved customer satisfaction.
✨Demonstrate Collaboration Skills
The position requires working closely with various teams. Prepare to discuss instances where you've collaborated cross-functionally, highlighting your ability to communicate effectively and work towards common goals.
