Customer Experience Representative (contract)
Singapore, Singapore
Job Description
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Location: Singapore, Singapore Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world\xe2\x80\x99s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference. Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas. Responsibilities: Customer Satisfaction \xe2\x80\x93
- Build/Improve customer intimacy, perceptions & satisfaction level
- Anticipate customers\xe2\x80\x99 reaction (feel the customers)
- Address/Escalate root causes of dissatisfaction with Account Management Team for Tier 0/1 customers
- New Customer Creation
- Handling Customer\xe2\x80\x99s Enquires/Issues/Complaints
- Update & Upkeep Customer\xe2\x80\x99s Profile & Quotation Portfolio
- Validate claim for transportation for warranty orders
- Timely generation & approval of Quotations taking into account the respective cutoff times.
- Accurate Stop/Start clock of orders in SAP
- Price Realization at =>95% (quote accepted at or above Reference Price)
- To closely follow-up on quotation approvals with customers so that quotes can be converted to revenue as early as possible
- Make use of the Order Management Tool to manage customers\xe2\x80\x99 WIP on daily basis to prevent any NIL stock/AOG situation and/or penalty claims from customers
- Identify alternative solutions to fulfil customers\xe2\x80\x99 orders to avoid a Miss.
- Ensure order backlog level is at or below targeted level
- Ensure OTD Performance is maintained at targeted percentage
- Ensure zero missed orders due to administrative delays
- Handling of non-standard or special requirements of customers
- Min. \xe2\x80\x9cA\xe2\x80\x9d level or Diploma
- Candidates without prior experience are also welcome to apply
- Relevant working experience in customer service function in Aerospace Maintenance Repair & Overhaul (MRO) environment would be an advantage
- Knowledge of Microsoft Office applications, especially Excel
- Familiar with SAP would be an advantage
- Excellent written and oral communication skills
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Job Detail
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Job IdJD1307301
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned