Senior Executive, Customer Support

at  Singapore Technologies Engineering Ltd

Job ID: 15300
Location:Aero - 540 Airport Road, SG
Description:
Summary:
The job requires the executive to have good interpersonal and organizational skills, to lead and train team members, to continually seek improvement in delivering an overall good customer experience in the aviation industry.
Executive will be on office hours and required to attend occasional night calls or support Contact Center operations on PH / weekends.

Responsibilities:

• Provide close support to Contact Center team members in daily operations.
• Provide prompt responses to aircraft on ground (AOG) cases.
• Assist in the goal setting, training and coaching of Contact Center team members.
• Plan schedules and manage duty roster.
• Develop and update SOP, processes and training curriculum.
• Conduct QC on cases handled by Contact Center team members.
• Liaise with overseas subsidiaries on SOP and processes.
• Assist with managing and the contact center software.
• Other duties as assigned by Manager.

Skills and Qualifications:

• Degree / Diploma holder, or ITE graduates with working experience will be considered.
• Two or more years of experience as a Team Leader or Supervisor in a technical support, help desk or contact center environment will be given priority.
• Prior experience in aviation industry is preferred.
• Good analytical and interpersonal skills.
• Able to communicate well.
• Able to work flexible schedule (occasional weekend / evening) when required to support business needs.
• Proficient in Microsoft Office.
• Knowledge in call centre software / processes is preferred.
• Candidates with no prior experience are welcome to apply.

• Provide close support to Contact Center team members in daily operations.
• Provide prompt responses to aircraft on ground (AOG) cases.
• Assist in the goal setting, training and coaching of Contact Center team members.
• Plan schedules and manage duty roster.
• Develop and update SOP, processes and training curriculum.
• Conduct QC on cases handled by Contact Center team members.
• Liaise with overseas subsidiaries on SOP and processes.
• Assist with managing and the contact center software.
• Other duties as assigned by Manager