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Lead Customer Support Executive
2 months ago
Position: Senior Executive, Customer Support
Job ID:
Location:
Description:
Overview:
The role demands a professional with exceptional interpersonal and organizational capabilities, tasked with guiding and mentoring team members while striving for continuous enhancement in providing an exemplary customer experience within the aviation sector.
The executive will adhere to standard office hours but may be required to handle occasional night calls or support Contact Center operations during public holidays and weekends.
Key Responsibilities:
• Offer dedicated support to Contact Center personnel in their daily functions.
• Respond swiftly to aircraft on ground (AOG) incidents.
• Aid in establishing goals, training, and coaching for Contact Center staff.
• Organize schedules and oversee duty rosters.
• Create and revise Standard Operating Procedures (SOPs), processes, and training materials.
• Conduct quality checks on cases managed by Contact Center team members.
• Collaborate with international subsidiaries regarding SOPs and processes.
• Assist in managing the contact center software.
• Perform additional tasks as directed by the Manager.
Required Skills and Qualifications:
• Possession of a Degree/Diploma, or ITE graduates with relevant experience will be considered.
• A minimum of two years’ experience as a Team Leader or Supervisor in a technical support, help desk, or contact center setting is preferred.
• Previous experience in the aviation industry is advantageous.
• Strong analytical and interpersonal abilities.
• Effective communication skills.
• Flexibility to work varied schedules (including occasional weekends/evenings) as required to meet business demands.
• Proficiency in Microsoft Office applications.
• Familiarity with call center software and processes is a plus.
• Candidates without prior experience are encouraged to apply.