Customer Front Office Specialist - ATM & Cybersecurity

Thales Avionics, Inc. (AGS); Singapore; On-site; SGD 50,000 - 90,000; Full time

Job summary

Thales seeks a customer-focused professional in Singapore to act as the primary contact for inquiries, incidents, and service requests. You will coordinate across AMS teams, manage SLAs, and maintain strong relationships with both operational and technical stakeholders.

The role requires experience in regulated environments, good communication, and the ability to balance multiple priorities in a fast-paced setting. Proficiency with MS Office and CRM tools is preferred.

Qualifications

• Proven experience in a Customer Service, Front Office, or Customer Support role, preferably within regulated or safety-critical environments.
• Strong understanding of service management principles (e.g., ITIL) and customer support processes.
• Excellent verbal and written communication skills, with the ability to engage effectively with technical and operational stakeholders.
• Skilled at multitasking and managing competing priorities in a fast-paced environment.

Responsibilities

• Act as the first point of contact for Customer inquiries, service requests, and incident reports.
• Facilitate clear, timely, and effective communication between Customers and internal AMS teams.
• Log, prioritize, and track Customer incidents and service requests through to resolution in accordance with SLAs.
• Coordinate internal resources and escalate issues to ensure rapid resolution.
• Monitor service delivery performance and share updates with SDM and Service Managers.
• Build and maintain relationships with operational and technical Customer contacts.

Skills

Customer service

Communication

ITIL knowledge

Multitasking

ATM/aviation domain

MS Office

Tools

CRM tools

MS Office

Job description

Thales seeks a customer-focused professional in Singapore to act as the primary contact for inquiries, incidents, and service requests. You will coordinate across AMS teams, manage SLAs, and maintain strong relationships with both operational and technical stakeholders.

The role requires experience in regulated environments, good communication, and the ability to balance multiple priorities in a fast-paced setting. Proficiency with MS Office and CRM tools is preferred.