Executive, Customer Support

at  Singapore Technologies Engineering Ltd

Job ID: 15301
Location:Aero - 540 Airport Road, SG
Description:
Work Location: Seletar
1 or 2 years fixed term contract (convertible/renewable)
Work Hour: 2-3 day duty, 2 day rest. 8AM-8PM / 7:30AM-7:30PM
Summary:
The job requires the executive to handle service requests from airlines and customers via incoming Calls, Emails, and Customer Portal.
Executive will be required to work 12-hour rotating shifts to support the 24/7 contact center operations in providing technical, material, logistic and diagnostic services to customers in the aviation industry.
Upon satisfactory performance, staff will be offered perm position.

Responsibilities:

• Attend and respond to incoming Calls, Emails, Call-Back requests and cases submitted via Customer Portal.
• Create service requests and accurately update case information and resolution into the case management system.
• Evaluate and prioritize cases by urgency.
• Dispatch service requests to designated specialists. Notify internal parties in a timely manner.
• Coordinate with relevant stakeholders for AOG parts orders or tooling requests.
• Identify and escalate issues to contact center manager when necessary.
• Follow-up on outstanding cases and customer calls to achieve case closure within Service Levels.
• Ability to multi-task e.g. on the call and entering information into the case management system.
• Other duties as assigned by manager.

Skills and Qualifications:

• Diploma holder or ITE graduates.
• Self motivated and able to work well in a team.
• Proficient in Microsoft Office.
• Knowledge of SAP, Oracle, call centre software, programming languages is preferred.
• Willing to take on Customer Portal administration functions.
• Candidates with experience in call center working environment will be given priority.

• Attend and respond to incoming Calls, Emails, Call-Back requests and cases submitted via Customer Portal.
• Create service requests and accurately update case information and resolution into the case management system.
• Evaluate and prioritize cases by urgency.
• Dispatch service requests to designated specialists. Notify internal parties in a timely manner.
• Coordinate with relevant stakeholders for AOG parts orders or tooling requests.
• Identify and escalate issues to contact center manager when necessary.
• Follow-up on outstanding cases and customer calls to achieve case closure within Service Levels.
• Ability to multi-task e.g. on the call and entering information into the case management system.
• Other duties as assigned by manager