Senior Aerospace Customer Service & Escalation Lead

incora; Malaysia; On-site; MYR 50,000 - 70,000; Full time

Job summary

Incora in Malaysia is seeking a Senior Customer Service Representative to manage complex accounts, drive customer satisfaction, and support cross-functional teams across the order-to-delivery process.

You will mentor junior colleagues, handle escalations, analyze performance trends, and contribute to continuous improvement initiatives while maintaining accurate records in our systems.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in sales, customer service, or supply chain.
• Aerospace industry experience preferred.
• Strong account management and escalation handling skills.
• Excellent English communication and problem-solving abilities.

Responsibilities

• Manage complex orders, high-value orders, and service escalations.
• Maintain relationships with strategic customers through proactive communication.
• Coordinate cross-functional activities to meet delivery and quality needs.
• Analyze performance trends and identify risks for improvements.
• Mentor juniors and support management in escalations and decisions.

Skills

Account management

Escalation handling

Customer relationship management

Analytical

Communication

Organization

Problem-solving

English proficiency

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Incora in Malaysia is seeking a Senior Customer Service Representative to manage complex accounts, drive customer satisfaction, and support cross-functional teams across the order-to-delivery process.

You will mentor junior colleagues, handle escalations, analyze performance trends, and contribute to continuous improvement initiatives while maintaining accurate records in our systems.