Customer Experience Champion

1 day ago

Singapore beBeeCustomerSupport Full time $120,000 - $180,000
Job Description:

The Customer Support Manager plays a vital role in ensuring customer satisfaction and driving continuous improvement. As the focal point for support and services, they are accountable for delivering high-quality solutions that meet customer needs.

The CSM will coordinate with support disciplines and experts to provide quick and adequate solutions to customer needs. They will also set up and follow up on operational action plans to deal with customer concerns, complaints, and dissatisfaction.

Key responsibilities include developing a customer strategy aligned with customer expectations, contributing to defining key objectives of the customer satisfaction roadmap, and executing comprehensive customer support aligned with overall business objectives.

The ideal candidate will have a Bachelor's degree in Aerospace or Engineering and over 10 years of experience in the aerospace industry. They must possess strong communication skills, both written and spoken English, as well as good knowledge of Google Suite, MS Office, and CRM.

Additionally, the CSM will be responsible for championing customer feedback within the organization, effectively communicating insights and recommendations to influence operational improvements. They will organize regular meetings and visits with customers to understand their priorities and define the customer strategy.

Feedback and prioritization of issues related to operational performance will also be a key responsibility, as well as reporting factual data and following up in the CRM Salesforce.

The CSM will work closely with cross-functional teams to drive process and customer satisfaction improvements, leveraging their ability to lead and manage multiple projects simultaneously. A proven track record of improving customer satisfaction and leading process improvements is essential for this role.

Requirements:
  • Bachelor Degree in Aerospace or Engineering
  • More than 10 years of working experiences in aerospace industry
  • Ability to understand and promote conceptual services
  • Good working knowledge of Google suite, MS Office, CRM
  • Strong communication skills, and written and spoken English
  • Good knowledge of Design and Maintenance & Repair Organization regulations
  • Good knowledge of AH Products & Services
  • Track record of leading process/ customer satisfaction improvement initiatives
  • Ability to lead cross-functional teams and manage multiple projects simultaneously

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