Customer Support Executive

3 days ago


Singapur, Singapore ST Engineering Full time

Position: Executive, Customer Support

Overview:

The Executive, Customer Support plays a crucial role in ensuring exceptional service delivery to our clients in the aviation sector. This position involves managing inquiries and service requests from both airlines and customers through various communication channels.

Key Responsibilities:

  • Respond to service requests from airlines and customers through calls, emails, and the Customer Portal.
  • Support round-the-clock contact center operations by providing technical, logistical, and diagnostic assistance to clients in the aviation industry.
  • Work on a rotating 12-hour shift schedule.
  • Accurately create and update service requests and case information in the system.
  • Dispatch service requests to the appropriate specialists and inform relevant internal teams.
  • Coordinate with stakeholders for parts orders and tooling requests.
  • Identify issues and escalate them to the contact center manager as necessary.
  • Follow up on pending cases and customer inquiries to ensure timely resolution within established service levels.
  • Demonstrate the ability to manage multiple tasks efficiently.
  • Perform additional duties as assigned.

Qualifications:

  • Possession of a diploma or ITE certification.
  • Self-driven and a collaborative team player.
  • Proficient in Microsoft Office applications.
  • Familiarity with SAP, Oracle, call center software, and programming languages is advantageous.
  • Willingness to undertake Customer Portal administration tasks.
  • Experience in a call center environment is preferred.


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