Customer Service Executive

1 week ago

Seletar, Singapore Air France KLM Full time

**KEY RESPONSIBILITIES**:
**1. Act as focus point between our customers and partners (airlines, lessors, brokers, MROs, SCS ) and all internal stakeholders**
- Contributes positively to the communication and coordination with the customer
- Manage all open order for the assign customer portfolio, check and update all parameters of orders on IT.
- Look after all operational issues regarding the open orders
- Support AFI Customers lead by PBE CSM for repair station at Singapore Component Solutions.
- Find best operational solutions to keep customer satisfied while always protecting our company’s financial & commercial interest in close connection with customer contract manager.
- Issue the weekly report to customer and assist the weekly call to provide and comment updated statuses.

**2. Maintain strong relationship & communication with customers (airlines, MRO, lessors)**
- Build trustful and robust relationships with customers.
- Regularly visit his/her customer to stay close and be able to anticipate their needs.
- Involve the AFI Sales & Customer Support manager when required.
- Fills in and updates the internal database with customer intelligence & info.

**3. Manage the overall performance of Air France Industries services**
- Defines with the customer all particular conditions and operational procedures to implement the contract.
- Drives regular “Performance Review” meetings with the customer about the service provided
- Ensures management is informed on a regular basis on all matters related to his/her portfolio
- Acting as the control tower of the overall performance, identifying and solving issues that could lead to delays or unsatisfaction for customer.
- Adapt and controls the customer’s needs understanding in the supply chain and repair loop.

**JOB DIMENSION**:

- Around 50 customers in the portfolio
- Between 120 & 200 open order backlog
- Geographic area : Several countries in the same continent
- 1 to 2 customer visit per semester : 5% of time in travel
- Daily contacts with customers (mail, phone, WhatsApp, visits)
- Grade E3 in SIN

**REQUIRED KNOWLEDGE**:

- Customer management
- Component Products knowledge
- Commercial experience
- Fluent English (French is a strong asset)
- Political sensitivity
- Office tools knowledge

**COMPETENCIES**:

- Customer Focus
- Cross cultural awareness
- Excellence
- Team player
- Curiosity
- Autonomy
- Excellent communication skills
- Problem solving minded
- Be organized

**Job Types**: Full-time, Permanent

**Salary**: $2,400.00 - $3,900.00 per month

**Benefits**:

- Dental insurance
- Health insurance

Schedule:

- Holidays
- Monday to Friday

Supplemental pay types:

- 13th month salary

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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