3305 Customer Support Professionals jobs in Singapore

Job Description:

The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area in Asia for the Defense Global Business Unit – Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions.

Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.

In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.

Key Performance Indicators (KPIs) for this role include:

• Customer Satisfaction : Measure customer satisfaction for support and services activities
• Customer Loyalty : Track customer retention rates and loyalty metrics
• Business Opportunities Identified : Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion : Measure the presence of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness : Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

Job summary

• Reinforce development of existing Support & Services activities within the assigned geographical Asia Area for the Defense Global Business Unit – Customer Support & Services Department.
• Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
• Establish and report SED Customers' needs in order to initiate the actions under CSSM pole responsibilities: support SED sales team in France.
• Develop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
  In collaboration with « Customer Support & Services Manager » pole of Defense GBU – Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.

Job specificities

• Local contract
• Attached to GBU Def – CSSD (functional)
• Based in Singapore with numerous business travels within assigned geographical area and in France.
  Local legal working terms apply.

Requirements

• Proven experience in support activities & ideally in defense.
• Proven experience in business development within the geographical area.
  More than 5 years of professional experience in Commercial and Customer support activities

Qualification

• Bachelor's degree or equivalent experience
• More than 5 years of complex sales & Business development experience or more, preferably in the Support activities and ideally in Defense industry
• Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills
• Experience with project management, contractual terms and conditions and financial acumen
• Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
• Achievement and results oriented
  Able to function and work independently and confidently

Travel:

• Able to travel up to 50% of the time

• Customer Satisfaction : Measure customer satisfaction for support and services activities
• Customer Loyalty : Track customer retention rates and loyalty metrics
• Business Opportunities Identified : Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion : Measure the presence of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness : Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

• Reinforce development of existing Support & Services activities within the assigned geographical Asia Area for the Defense Global Business Unit - Customer Support & Services Department.
• Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
• Establish and report SED Customers' needs in order to initiate the actions under CSSM pole responsibilities: support SED sales team in France.
• Develop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
• In collaboration with « Customer Support & Services Manager » pole of Defense GBU - Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.

• Local contract
• Attached to GBU Def - CSSD (functional)
• Based in Singapore with numerous business travels within assigned geographical area and in France.
• Local legal working terms apply.

• Proven experience in support activities & ideally in defense.
• Proven experience in business development within the geographical area.
• More than 5 years of professional experience in Commercial and Customer support activities

• Bachelor's degree or equivalent experience
• More than 5 years of complex sales & Business development experience or more, preferably in the Support activities and ideally in Defense industry
• Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills
• Experience with project management, contractual terms and conditions and financial acumen
• Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
• Achievement and results oriented
• Able to function and work independently and confidently

• Able to travel up to 50% of the time

• Manage the operator/customer relationship on support and service contract aspects (if applicable): respond to customer requests in terms of services and support
• Monitor and support payment collection to ensure healthy DSO performance
• Customer satisfaction, main point of contact to customers
• Proposal, contract negotiation, manage customer support & services contract and the profitability of the customer account and the economic performance of the contracts
• Sales budget achievement for Ventilation and Power Divisions
• Coordinate the support with various customer service team across the divisions

• Responsible for a portfolio of customers in the designated area, possess commercial acumen with the aim of maximizing business opportunities to achieve sales and market share growth;
• Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operations;
• Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales are in Maintenance, Repairs, Overhaul and Spares including developing maintenance contracts);
• Be the voice of the customer:

• Effectively selling of all SEP & SVS's MRO capabilities (Ventilation, Power, ISE);
• Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;
• Prepare and negotiate with the customers ad-hoc offers and contracts with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required;
• Generate customer and market information and feedback to support future sales planning;
• Prepare and provide customers with Initial Provisioning (IP) recommendation and secure related IP sales;
• Exhibit a certain degree of ability in holding technical discussion with the customers;
• Manage customer visits, customer satisfaction and sales reports;
• Follow-up customers overdue and quote approvals and manage specific actions;
• Any other adhoc duties as and when assigned by the Reporting Supervisor

• Bachelor's Degree in Relevant area (Business/Engineering/Sales & Marketing) from an accredited institution
• Aerospace and Airline industry experience (5 years)
• Experience in MRO and aftermarket activities (5 years)
• Ability to travel for domestic and overseas business (50%+)
• 10 years of related experience

1. Provide customer service to new, existing and potential clients.
2. Optimising sales by working with director to maximise the slots to sell. Ensuring that all sales products are made aware to customers to increase sales opportunities, this may include cross-selling between products.
3. Attend training on sales mechanics and integrating them into daily sales approaches.
4. Attend to enrolment enquiries for pre-sales.
5. Conduct induction calls to new customers. After the first lesson or trial lessons, do follow up calls.
6. Usher and induct newly enrolled students, providing them with enrolment package, briefing, arranging teachers to call customers for feedback after first lesson.
7. Arrange PTMs on a regular basis and keep record of PTM feedback.
8. Arrange events for parents with other officers to facilitate sales and renewals.
9. Attend to negative and positive feedback from customers, and work with the director to retain and address withdrawal cases.
10. Attend sales meetings as and when they are scheduled, and weekly marketing meetings.
11. Assist with Library duties include loans and returns only.
12. Manage the cleanliness of the Student Activity Zones, Consultation Room, Shoe deposit area based on company policies.
13. Maintain the policies of the Student Activity Zone and library to ensure students not do damage to property and oversee their safety.
14. Provide persuasive information to walk-in customers enquiring for our products and services and converting them to sales.
15. Establish good rapport with customers or potential customers through issuance of student incentives or any souvenirs where necessary such as children's day, freebies, lucky dip or spin wheel campaigns and the like. For VIP customers, issuance of VIP souvenirs and the like.
16. Assist with the conducting of fringe activities in collaboration with teachers in charge of Student Activity Zone.
17. Attend to customers who request for replacement lessons and routing admin work pertaining to this area to Operations Team.
18. Replenish sales brochures for customers and newsletters for students.
19. Your job duties and responsibilities will be further explained in the course of your work.

Mission:

In line with Safran Electrical and Power (SEP) vision, the Customer Support and Services department integrates Safran Ventilation and Safran Electrical and Power aftermarket directorates into one global team. Based on a common front office, this new organization is responsible for customer support and sales development aiming to increase the services / MRO sales and improve our service level and customer satisfaction.

Such new organization will rely on regional teams of Customer Support and Sales Managers that will be managed by the dedicated Regional Head of Customer Support and Sales.

Responsibilities

• Manage the operator/customer relationship on support and service contract aspects (if applicable): respond to customer requests in terms of services and support
• Monitor and support payment collection to ensure healthy DSO performance
• Customer satisfaction, main point of contact to customers
• Proposal, contract negotiation, manage customer support & services contract and the profitability of the customer account and the economic performance of the contracts
• Sales budget achievement for Ventilation and Power Divisions
• Coordinate the support with various customer service team across the divisions

Essential Functions:

• Responsible for a portfolio of customers in the designated area, possess commercial acumen with the aim of maximizing business opportunities to achieve sales and market share growth;
• Develop the relationships necessary to facilitate information/contact as required with all levels of the customer operations;
• Reporting to management to provide a full spectrum of customer support and sales activities (majority of sales are in Maintenance, Repairs, Overhaul and Spares including developing maintenance contracts);
• Be the voice of the customer:

o Responsible for customer satisfaction. Be the main point of contact between customers and Safran

Ventilation Systems/Safran Electrical & Power;

o Proposing dedicated recovery plan in the event of customer satisfaction below target objectives;

o Establishing a complete, comprehensive understanding of the customers, their organization and the key

individuals within it;

o Liaising with internal departments and team with the objective of timely resolving customer issues and

queries;

o Managing a structured, regular customer communication/visit schedule;

• Effectively selling of all SEP & SVS's MRO capabilities (Ventilation, Power, ISE);
• Monitor fleet evolution into the designated area to identify any possible sales opportunity for upgrades, spares inventory and services;
• Prepare and negotiate with the customers ad-hoc offers and contracts with active follow-up up to deal closure. Full responsibility to negotiate with support from senior managers required;
• Generate customer and market information and feedback to support future sales planning;
• Prepare and provide customers with Initial Provisioning (IP) recommendation and secure related IP sales;
• Exhibit a certain degree of ability in holding technical discussion with the customers;
• Manage customer visits, customer satisfaction and sales reports;
• Follow-up customers overdue and quote approvals and manage specific actions;
• Any other adhoc duties as and when assigned by the Reporting Supervisor

Requirements

• Bachelor's Degree in Relevant area (Business/Engineering/Sales & Marketing) from an accredited institution
• Aerospace and Airline industry experience (5 years)
• Experience in MRO and aftermarket activities (5 years)
• Ability to travel for domestic and overseas business (50%+)
• 10 years of related experience

Join Writers Studio as a Customer Success and Sales Officer We are looking for a proactive and enthusiastic individual to join our team.

Job Description

1. Provide customer service to new, existing and potential clients.
2. Optimising sales by working with director to maximise the slots to sell. Ensuring that all sales products are made aware to customers to increase sales opportunities, this may include cross-selling between products.
3. Attend training on sales mechanics and integrating them into daily sales approaches.
4. Attend to enrolment enquiries for pre-sales.
5. Conduct induction calls to new customers. After the first lesson or trial lessons, do follow up calls.
6. Usher and induct newly enrolled students, providing them with enrolment package, briefing, arranging teachers to call customers for feedback after first lesson.
7. Arrange PTMs on a regular basis and keep record of PTM feedback.
8. Arrange events for parents with other officers to facilitate sales and renewals.
9. Attend to negative and positive feedback from customers, and work with the director to retain and address withdrawal cases.
10. Attend sales meetings as and when they are scheduled, and weekly marketing meetings.
11. Assist with Library duties include loans and returns only.
12. Manage the cleanliness of the Student Activity Zones, Consultation Room, Shoe deposit area based on company policies.
13. Maintain the policies of the Student Activity Zone and library to ensure students not do damage to property and oversee their safety.
14. Provide persuasive information to walk-in customers enquiring for our products and services and converting them to sales.
15. Establish good rapport with customers or potential customers through issuance of student incentives or any souvenirs where necessary such as children's day, freebies, lucky dip or spin wheel campaigns and the like. For VIP customers, issuance of VIP souvenirs and the like.
16. Assist with the conducting of fringe activities in collaboration with teachers in charge of Student Activity Zone.
17. Attend to customers who request for replacement lessons and routing admin work pertaining to this area to Operations Team.
18. Replenish sales brochures for customers and newsletters for students.
19. Your job duties and responsibilities will be further explained in the course of your work.

Responsibilities

• Monitor customer queries and perform customer service functions per company SOP
• Recording of problems raised by customers
• Preparation of regular and ad hoc reports
• Contacting customers to prompt them to place orders, understand buying behaviour
• Contacting customers to upsell them remotely
• Working with sales team and other department members to resolve customer issues e.g. finance, deliveries and returns.

Requirements

• Prior experience in telesales, telemarketing, customer service, data entry is a plus but is not essential.
• Comfortable working with computers. Expertise is not required
• Proficiency in English and Mandarin are required due to customer progile. Dialects are a bonus.

Job Description:

The Customer Support & Services Manager (CSSM) is responsible for reinforcing and expanding the existing Support & Services activities within the assigned geographical area in Asia for the Defense Global Business Unit – Customer Support & Services Department. This role involves identifying and prospecting new opportunities to develop these activities, establishing and reporting on customer needs, and coordinating all related commercial actions.

Additionally, the CSSM will develop and maintain local relationships with various Safran Electronics & Defense entities, partners, and customers.

In collaboration with the Customer Support & Services Manager pole of the Defense GBU, the CSSM will work on structuring activities to achieve the global objectives of the Customer Support & Services Department.

Key Performance Indicators (KPIs) for this role include:

• Customer Satisfaction: Measure customer satisfaction for support and services activities
• Customer Loyalty: Track customer retention rates and loyalty metrics
• Business Opportunities Identified: Count the number of new business support & service opportunities identified and communicated to the Global Business Development (GBD) team
• Footprint Expansion: Measure the presence of Safran Electronics & Defense's support and service activities within the region
• Communication Effectiveness: Evaluate the effectiveness of communication with the GBD team regarding new opportunities and customer needs

Job summary

• Reinforce development of existing Support & Services activities within the assigned geographical Asia Area for the Defense Global Business Unit – Customer Support & Services Department.
• Prospect and identify any opportunities to develop Support & Services activities within the assigned geographical area.
• Establish and report SED Customers' needs in order to initiate the actions under CSSM pole responsibilities: support SED sales team in France.
• Develop local relationships between the various legal Safran Electronics & Defense entities (subsidiaries, offices), its partners and its customers.
• In collaboration with « Customer Support & Services Manager » pole of Defense GBU – Customer Support & Services Department, develop the structuring activities in order to reach the global objectives of CSSD.

Job specificities

• Local contract
• Attached to GBU Def – CSSD (functional)
• Based in Singapore with numerous business travels within assigned geographical area and in France.
• Local legal working terms apply.

Requirements

• Proven experience in support activities & ideally in defense.
• Proven experience in business development within the geographical area.
• More than 5 years of professional experience in Commercial and Customer support activities

Qualification

• Bachelor's degree or equivalent experience
• More than 5 years of complex sales & Business development experience or more, preferably in the Support activities and ideally in Defense industry
• Demonstrated excellent customer relationship management skills, strong written and oral communication skills and strong listening skills
• Experience with project management, contractual terms and conditions and financial acumen
• Proficient in utilizing analytical software and sales tools (Excel, PowerPoint, etc.)
• Achievement and results oriented
• Able to function and work independently and confidently

Travel:

• Able to travel up to 50% of the time

1. Provide prompt and effective technical assistance to customers via phone and email.
2. Analyze reported incidents, perform troubleshooting, and escalate unresolved issues to higher-level resolver groups as needed.
3. Keep customers informed on the status of outstanding issues within agreed service levels.
4. Maintain accurate and up-to-date information in our system.
5. Handle initial incident classification and prioritization, track resolution progress, and provide regular updates to users.

1. Education: Higher Nitec in IT-related fields is required.
2. Experience: At least one year of experience in End User Support (Desktop Support or Technical Service Desk) is essential.
3. Technical Knowledge:
• Windows Operating Systems
• Active Directory Account Administration
• Microsoft Outlook
• Mobile device support
4. Mandatory Skills: Microsoft Office 365 proficiency is necessary.
5. Preferred Skills:
• Microsoft Windows troubleshooting
• ITIL IT Service Management