Deskripsi Pekerjaan
Are you passionate about delivering exceptional customer service in the fast-paced aviation industry? ST Engineering Aerospace, a global leader in aerospace and defence, is seeking a dedicated and professional Customer Support Executive to join our dynamic Call Centre team on a 2-year contract basis. Based in the vibrant Seletar Aerospace Park, you will be the primary point of contact for our global airline clients and customers, ensuring their service requests are handled efficiently and professionally through multiple channels including phone, email, and our dedicated customer portal.
This is an excellent opportunity for an ambitious customer service professional with strong communication skills and a keen interest in aviation to grow their career within a world-class organization. You will be working in a supportive, team-oriented environment that values customer satisfaction, operational excellence, and continuous improvement.
As a Customer Support Executive, you will play a critical role in maintaining ST Engineering's reputation for quality and reliability. You will coordinate service requests, resolve issues proactively, and collaborate with various internal departments including Engineering, Supply Chain, and Logistics to ensure seamless service delivery for our airlines. Your ability to multitask, stay calm under pressure, and build rapport quickly will be key to your success in this role.
If you are customer-focused, tech-savvy, and ready to take on a challenging yet rewarding role in the aerospace sector, we invite you to apply today and become part of a global team that keeps the world flying. Take your customer service career to new heights with ST Engineering Aerospace and make a tangible impact on our operations.
Tanggung Jawab
- Manage a high volume of inbound service requests from airline clients and end-customers via phone, email, and our customer portal in a timely and professional manner.
- Coordinate and track repair, maintenance, and logistics requests for aerospace components and services, ensuring strict adherence to service level agreements (SLAs).
- Provide accurate and creative solutions to customer inquiries and complaints, maintaining a high level of customer satisfaction and loyalty.
- Liaise effectively with internal departments (Engineering, Supply Chain, Logistics, Sales) to resolve issues and expedite customer requests.
- Accurately update and maintain customer records, order details, and service history within the company CRM and ERP systems.
- Proactively identify process improvements and contribute to team initiatives to enhance overall service efficiency and quality.
- Prepare and present regular reports on customer service metrics, issue resolution, and team performance to management.
- Support the onboarding and training of new team members as required, sharing best practices and fostering a collaborative team environment.
Kualifikasi
- Diploma or Degree in any discipline, preferably in Business, Aviation, or Engineering.
- Minimum 1-2 years of proven experience in a customer service, call centre, or account management role, ideally within the aerospace, logistics, or aviation industry.
- Excellent verbal and written communication skills in English; proficiency in an additional language (e.g., Mandarin, Malay, Japanese) is a strong advantage.
- Strong problem-solving skills and the ability to think on your feet in a fast-paced, dynamic environment.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with CRM software (e.g., Salesforce, SAP).
- Highly organized with strong attention to detail and the ability to prioritize tasks effectively.
- A team player with a positive attitude, high level of integrity, and a strong customer-centric mindset.
- Willingness to work on rotating shifts if required to support global time zones.