Customer Support Specialist, Customer Delivery for

Customer Support Specialist, Customer Delivery for Automation & Navigation
- As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers - always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies, we have defined industry benchmarks.To be better tomorrow, we need the right talents today to complement our strong team of 650 employees in over 10 countries across the globe with the right skills, experience, and a winning attitude.- Nacos Marine Singapore Pte Ltd is looking for **Customer Support Specialist, Customer Delivery for Automation & Navigation **to join our team.- The location is Pandan Crescent, Singapore.**About the position**:
**In this position, your work will focus on these responsibilities**:

- Respond to customer inquiries:

- Provide responses to all enquiries entering through CSC with satisfactory time limit, then forward to the service teams or o to other relevant teams of the organizations
- Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions
- Ensure customer satisfaction:

- Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism.
- Strive to meet or exceed customer expectations by delivering exceptional service
- Troubleshooting:

- Understand customer concerns, clarifying the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner
- Data Collection / Data Maintenance:

- Gather the relevant data from various sources such as the customer, company own databases or internal support teams
- Maintain customer related master data like accounts, contacts, installations and equipment.
- Request needed modifications beyond own authority from global master data stakeholders
- Documentation:

- Ensure proper documentation for all transactions, adhering to company policies and procedures
- Register all enquiries (as tickets)
- Verify customers contacting ANCS
- Stay updated on product knowledge:

- Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information
- Identify opportunities for improvement:

- Identify patterns or trends in customer issues and provide feedback to management for process improvements
- Liaise with various internal departments, such as product development, sales, and operations, to obtain information, seek assistance, or provide feedback on customer concerns and recurring issues

**To be successful in this role, you should have**:

- “O” Levels/ diploma or equivalent; bachelor's degree in engineering is a plus.
- Min 1 year experience in customer support, call center, or help desk roles is preferred
- Strong verbal and written communication skills
- Basic technical knowledge to address common customer inquiries
- Strong problem solving skills with a pragmatic approach
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
- Strong teamwork and collaboration skills to work effectively with internal teams
- Customer service-oriented mindset with a focus on delivering high-quality support
- Patience and composure in handling challenging customer interactions
- Flexibility to work including evenings, weekends, and holidays if required

**It's a plus if you**:

- are proficient in using ticketing systems, CRM software, and other customer support tools
- are frequent SAP user
- know MS Office inside out
- are familiar with the maritime business and regulatory environment
- have knowledge of the ANCS product portfolio

**Why you and us?**
- You are valuated - as your true self. At Wärtsilä YOU matter. We value diversity and are committed in supporting inclusive work community.- Your growth is supported. We believe in continuous learning & teamwork. Wärtsilian community has your back when it comes to development opportunities - so you can develop beyond your potential.- You get to make a difference. Innovation and sustainability are important for us. Every day, we - Wärtsilians - put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.

**Contact & next steps**- Hyun Joo Kim
Talent Acquisition Partner-
- At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.