Title:  Executive, Customer Support

Overview:
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

 
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 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.