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For Companies At a Glance
- Tasks: Deliver top-notch support to travellers and improve their experiences with Skyscanner.
- Company: Join Skyscanner, a global leader in travel planning tools.
- Benefits: Enjoy a hybrid work model, competitive pay, and a supportive team culture.
- Why this job: Be the voice of travellers and make a real impact on their journeys.
- Qualifications: Experience in online customer service and strong communication skills required.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 40000 £ per year.
About Skyscanner
Everyone loves travelling, but planning is not without its challenges. That’s why we’ve spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole "47 browser tabs open" phase and find flights, cars, and hotels quickly and easily. Joining Skyscanner means becoming part of a global brand that’s striving to become the planet’s go-to travel hack accessible for all. Our vision? To be the world’s number one travel ally.
We’re now looking for an Online Customer Support Executive to join our User Satisfaction team in Edinburgh. This role follows a Friday–Tuesday work pattern, so we’re looking for someone comfortable with this schedule on an ongoing basis.
About The Role (Hybrid)
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 Skyscanner’s brand and reputation. You will be the face of the business to many of our millions of travellers, helping to improve their experiences.
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’ll Be Doing
- Delivering quality service: Work with our global User Satisfaction team to provide consistently excellent support for travellers using Skyscanner.
- Owning traveller problems: Take full ownership of customer enquiries from start to finish, working with partners and internal teams to resolve issues fairly and efficiently.
- Collaborating across teams: Partner closely with Product, Commercial, Marketing and Engineering teams to resolve issues and prevent them from happening again.
- Championing the traveller voice: Advocate for traveller needs internally by sharing insights, feedback and common themes from customer interactions.
- Improving processes: Identify opportunities to streamline workflows, improve efficiency and enhance the overall support experience.
- Maintaining help content: Help maintain and improve Skyscanner’s self-service help pages so travellers can find answers quickly and easily.
- Spotting trends in feedback: Analyse common complaints, questions and patterns to surface insights that help improve the product and traveller experience.
About You
- Customer service expert: You have experience delivering online customer service, ideally in a digital or tech environment (travel industry experience is a bonus).
- Language skills: You’re fluent in written English, and additional languages such as Arabic, Italian or German are a plus.
- Complaints handling: You’re confident handling written customer interactions and have exceptional complaint-handling skills.
- Proactive and adaptable: A fast learner, with enthusiasm for absorbing new concepts and processes, with a flexible and adaptable approach.
- Prioritisation and Organisational skills: Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests.
- Data-aware: Comfortable with data and making data-informed decisions, e.g. spotting trends in types of complaints Skyscanner is receiving.
- Collaborative by nature: 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.
What It’s Like Here
We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans, building things that help travellers explore the world a little easier. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We’re proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all.
Sound like your kind of adventure? Apply now and help us shape the future of travel.
We’re committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know.
Online Customer Support Executive in Edinburgh employer: SkyScanner
Contact Detail:
SkyScanner Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Support Executive in Edinburgh
✨Tip Number 1
Get to know Skyscanner inside out! Familiarise yourself with their tools and services, so you can chat confidently about how you can help improve the traveller experience. This shows you're genuinely interested and ready to jump in.
✨Tip Number 2
Practice your customer service skills! Think of common travel issues and how you'd resolve them. Role-playing scenarios can help you feel more prepared for those tricky questions during interviews.
✨Tip Number 3
Network like a pro! Connect with current or former Skyscanner employees on LinkedIn. They can give you insider tips and maybe even put in a good word for you. Plus, it’s a great way to learn more about the company culture.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Skyscanner family!
We think you need these skills to ace Online Customer Support Executive in Edinburgh
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in delivering online customer service. We want to see how you've handled customer interactions, especially in a digital or tech environment. If you've got travel industry experience, even better!
Tailor Your Application: Take the time to customise your application for the Online Customer Support Executive role. Use language from the job description to show us you understand what we're looking for and how you fit into our vision of being the world's number one travel ally.
Be Proactive and Adaptable: We love candidates who are proactive and adaptable! Share examples of how you've quickly learned new processes or tackled challenges in previous roles. This will show us you're ready to jump into our fast-paced environment.
Apply Through Our Website: Don't forget to apply through our website! It's the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at SkyScanner
✨Know the Company Inside Out
Before your interview, take some time to research Skyscanner and its mission. Understand their tools and how they help travellers. This will not only show your enthusiasm but also help you answer questions more effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer inquiries or complaints. Highlight your ability to own problems and resolve them efficiently, as this is crucial for the Online Customer Support Executive role.
✨Be Data-Savvy
Since the role involves analysing feedback and spotting trends, brush up on your data interpretation skills. Be ready to discuss how you've used data in previous roles to improve customer experiences or processes.
✨Emphasise Collaboration
Skyscanner values teamwork, so be prepared to talk about your experience working with cross-functional teams. Share specific instances where collaboration led to successful outcomes, demonstrating your ability to work well with others.