Customer Support Executive
2 months ago
Job Title: Senior Executive, Customer Support
Job Summary:
We are seeking a highly skilled and experienced Senior Executive to lead our Customer Support team. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities:
- Provide close support to Contact Center team members in daily operations.
- Respond promptly to aircraft on ground (AOG) cases.
- Assist in goal setting, training, and coaching of Contact Center team members.
- Plan schedules and manage duty rosters.
- Develop and update SOPs, processes, and training curricula.
- Conduct quality control on cases handled by Contact Center team members.
- Liaise with overseas subsidiaries on SOPs and processes.
- Assist with managing contact center software.
Requirements:
- Degree or diploma holder, or ITE graduates with working experience.
- Two or more years of experience as a Team Leader or Supervisor in a technical support, help desk, or contact center environment.
- Prior experience in the aviation industry is preferred.
- Good analytical and interpersonal skills.
- Able to communicate effectively.
- Able to work flexible schedules when required to support business needs.
- Proficient in Microsoft Office.
- Knowledge of call center software and processes is preferred.
About Us:
ST Engineering is a leading provider of aerospace and defense solutions. We are committed to delivering exceptional customer service and support to our clients.
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