Title:  Executive, Customer Support

Job ID:  14372

Aero - 600 West Camp Road, SG


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.



1 year fixed-term contract (Upon satisfactory performance, staff will be offered perm position.)

Shift pattern: 2-3 day duty, 2 day rest. 8AM-8PM / 7:30AM-7:30PM

 • 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 call centre software, any programming languages is preferred.
 • Willing to take on Customer Portal administration functions.
 • Candidates with experience in call center working environment will be given priority.