Customer Front Office Specialist - Incident & Service Liaison

Thales Group; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

Thales Group in Singapore seeks a Customer Front Office professional to act as the primary contact for inquiries, requests, and incidents. You will coordinate resolution, maintain records, and support service performance reporting to drive improvements.

We value ITIL-driven service management, strong communication with both technical and operational stakeholders, and ability to multitask in a regulated environment. On-site role based in Singapore.

Qualifications

• Proven experience in a Customer Service/Front Office role in regulated or safety-critical environments.
• Strong understanding of service management principles (ITIL) and customer support processes.
• Excellent verbal and written communication with technical stakeholders.
• Able to multitask and manage priorities in a fast-paced setting.
• Knowledge of ATM systems and related domains is advantageous.

Responsabilités

• Act as the first point of contact for customer inquiries, service requests, and incidents.
• Coordinate incident tracking and service requests, ensuring SLA adherence and timely updates.
• Maintain records of interactions and actions; escalate issues when needed.
• Monitor service performance dashboards and provide reports to SDMs.
• Build relationships with operational contacts and communicate service changes clearly.

Connaissances

Customer service excellence

ITIL knowledge

Stakeholder communication

Multitasking

ATM/aviation knowledge

Outils

MS Office

Description du poste

Thales Group in Singapore seeks a Customer Front Office professional to act as the primary contact for inquiries, requests, and incidents. You will coordinate resolution, maintain records, and support service performance reporting to drive improvements.

We value ITIL-driven service management, strong communication with both technical and operational stakeholders, and ability to multitask in a regulated environment. On-site role based in Singapore.