The ideal candidate will be part of a team of dynamic and passionate individuals who come together to deliver outstanding customer experience to Scoot’s guests and fans on our social media platforms.

Main Responsibilities:

Customer care

  • Respond to guest’s or fans’ requests, enquiries, comments and complaints, pre and post flight, utilising our social customer care platform, with support from the Global Contact Centre team as well as other functional teams within the airline.
  • Address and resolve, issues by liaising with relevant departments for follow-up based on social care handling guidelines.
  • Continuously aim to provide a satisfactory response to guests in accordance to key performance indicators.
  • Create conversations with guests and fans to build and maintain rapport, and drive engagement on our social media platforms.
  • Assist in developing and maintaining the social customer care team’s FAQ documents.
  • Produce weekly/monthly social platforms performance reports.

Crisis and PR support

  • Be the eyes and ears of Scoot on social media platforms, alerting the corporate communication team when potential PR issues are spotted.
  • Support the corporate communication team in crisis and issues response on social media channels as necessary. This will include support during AOG’s, weather disruptions, etc.


Essential traits

  • You are passionate about helping people and get excited about opportunities to surprise and delight.
  • You share our vision to provide excellent customer experience.
  • You enjoy the lifestyle and flexibility of working in shifts

Desirable traits

  • Bachelor’s degree required.
  • Airline experience, prior working experience in social media or experience in customer service is preferred
  • At least 3 years working experience is preferred.
  • Effectively Bilingual. Excellent English and Chinese/Cantonese written and interpersonal communication skills, ability to clearly articulate thoughts.
  • Ability to recognise tone and mood through written communication.
  • Good PR sense and ability to make sound judgement calls.
  • Personable, sincere, humble, proactive, trust-worthy, and a good team player.