Senior Customer Support Specialist

7 days ago


Singapore ST Engineering Full time

About the Role

We are seeking a highly motivated and experienced Senior Customer Support Specialist to join our team at ST Engineering.

Job Summary

The successful candidate will be responsible for handling service requests from airlines and customers via incoming calls, emails, and customer portal. You will work 12-hour rotating shifts to support our 24/7 contact center operations in providing technical, material, logistic, and diagnostic services to customers in the aviation industry.

Responsibilities

  • Attend and respond to incoming calls, emails, call-back requests, and cases submitted via the customer portal.
  • Create service requests and accurately update case information and resolution into the case management system.
  • Evaluate and prioritize cases by urgency.
  • Dispatch service requests to designated specialists and notify internal parties in a timely manner.
  • Coordinate with relevant stakeholders for AOG parts orders or tooling requests.
  • Identify and escalate issues to the contact center manager when necessary.
  • Follow-up on outstanding cases and customer calls to achieve case closure within Service Levels.
  • Able to multi-task, e.g., on the call and entering information into the case management system.
  • Other duties as assigned by the manager.

Requirements

  • Diploma holder or ITE graduate.
  • Self-motivated and able to work well in a team.
  • Proficient in Microsoft Office.
  • Knowledge of SAP, Oracle, call center software, programming languages is preferred.
  • Willing to take on customer portal administration functions.
  • Candidates with experience in call center working environment will be given priority.

About Us

ST Engineering is a leading global technology, defense, and engineering company specializing in the aerospace and public transportation sectors.

Compensation and Benefits

The estimated salary for this role is S$40,000 - S$60,000 per annum, depending on experience. We also offer a range of benefits, including medical insurance, annual leave, and opportunities for professional growth and development.



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