Customer Support Specialist

4 weeks ago

Singapore OAG Aviation Worldwide Limited Full time
About the Company

OAG is a leading data platform for the global travel industry offering an industry-first single source for supply, demand, and pricing data. We empower the global travel industry with high-quality, relevant datasets covering the whole journey from planning to customer experience. Headquartered in the UK, with operations in the USA, Denmark, France, Germany, Singapore, Japan, China, and Lithuania.

Summary

We are seeking a multi-lingual (English/Mandarin) Customer Support Specialist to assist our Asia Pacific customers. In this role, you will provide timely and effective product and data support, using strong communication skills to address customer issues, queries, and requests. You will focus on delivering a high-quality customer experience, understanding customer needs, and collaborating with internal and external stakeholders to achieve positive outcomes. Thorough investigation and documentation of issues, along with a commitment to sharing knowledge, are essential to support our backline resources and maintain OAG's service standards. This is a hybrid role based in our Singapore office.

Key Responsibilities & Accountabilities
  • Data Product Support: Resolve assigned customer support issues through thorough analysis, documentation, and knowledge-sharing within the OAG Knowledge Base.
  • Utilize deep product and data expertise to guide customers to effective solutions, prioritizing their use case, impact, and needs.
  • Communicate clearly and promptly with customers and internal stakeholders to drive swift issue resolution and support a customer-led data and product strategy.
  • Provide tailored support for high-volume and high-value customers, ensuring faster responses and proactive communication.
  • Protect commercial and technical teams by conducting detailed issue analysis and research, fully qualifying and documenting issues for L2/3 support.
  • Incident and Escalation Management: Manage and resolve customer or commercial escalations efficiently, communicating urgently with internal and external stakeholders.
  • Record and communicate all customer-impacting incidents via OAG's Trust Site.
  • Identify and escalate root causes of customer issues and incidents to internal stakeholders for resolution.
Required Experience, Skills and Competencies

Must Have

  • Previous experience in a customer experience role or similar.
  • Experience using CRM tools (e.g., Salesforce, JIRA, ServiceNow).
  • Strong data analysis and problem-solving skills, including basic SQL proficiency.
  • Able to work independently.
  • Fluency in English and Mandarin, both spoken and written.

Preferred

  • Previous experience working within the travel or aviation ecosystems.
  • IT domain skills.
#J-18808-Ljbffr

  • Customer Support Specialist

    2 weeks ago

    Singapore STACS Full time

    **Customer Support Specialist**: We are looking for a Customer Support Specialist to assist our customers when exploring or/and using our products and services. - The Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this...

  • Customer Support Specialist

    2 weeks ago

    Singapore SGiMED The Healthcare Systems Company Full time

    For the role of Customer Support Specialist, you are someone who is proactive and has a keen eye for details. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able...

  • Customer Support Specialist

    2 weeks ago

    Singapore Crown DIgital Full time

    **The exciting work at Crown Digital includes and not limited to**: We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include recording and resolving customer queries, recommending solutions and guiding product users through...

  • Customer Support Specialist

    7 days ago

    Singapore OAG Full time

    Join to apply for the Customer Support Specialist role at OAG . Get AI-powered advice on this job and more exclusive features. About the Company: OAG is a leading data platform for the global travel industry offering an industry-first single source for supply, demand, and pricing data. We empower the global travel industry with high-quality, relevant...

  • Customer Support Specialist

    7 days ago

    Singapore VAULT DRAGON PTE. LTD. Full time

    **We believe there is a better way to deliver healthcare in Asia** Together, our passionate and multicultural team aims to transform the regional digital healthcare space to an integrated, seamless and efficient healthcare ecosystem. Backed by prominent venture capitalists in the region we hope to achieve our simple vision. We want to build Asia’s Google...

  • Customer Support Specialist

    7 days ago

    Singapore Circular Full time

    Singapore - Circular is delightful subscription e-commerce, with sustainability at its heart. By focusing on customer experience while reducing waste and underutilization, we provide subscriptions to premium devices at affordable prices and with unmatched flexibility. - Our mission is simple: to make subscribing to devices superior to owning them in every...

  • Customer Support Specialist

    1 week ago

    Singapore HubSpot Full time

    Overview Join to apply for the Customer Support Specialist role at HubSpot . HubSpot is a leading customer relationship management (CRM) platform helping scaling companies grow better. Today, tens of thousands of customers worldwide use our marketing, sales, and customer success software to power their businesses. In Singapore, our office is located in the...

  • Customer Support Specialist

    15 hours ago

    Singapore OAG Aviation Worldwide Limited Full time

    About the Company OAG is a leading data platform for the global travel industry offering an industry-first single source for supply, demand, and pricing data. We empower the global travel industry with high-quality, relevant datasets covering the whole journey from planning to customer experience. Headquartered in the UK, with operations in the USA, Denmark,...

  • Customer Support Specialist

    3 weeks ago

    Singapore HubSpot Full time

    This is intended not for an immediate opening but for a headcount within the team which will be opening up in the next couple of months. IntroAs a Customer Support Specialist, you will be responsible for working directly with HubSpot customers, across all product lines and all customer channels. You will partner with our customers to resolve issues and help...

  • Sales Support Specialist

    2 weeks ago

    Singapore ABB Full time

    **Sales Support Specialist - Customer Support**: **At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB...