Customer Resolution & Escalations Leader

SATAIR PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

SATAIR PTE. LTD. in Singapore seeks a Head of Customer Resolution Services to lead a high-performing team, manage escalations, and ensure on-time material delivery for critical spare parts.

You will balance daily workload with the Head of Region, provide training, and translate customer feedback into tangible improvements. The role requires strong SAP/Freshdesk experience, proven ability to guide colleagues, and a structured, process-driven mindset.

Qualifications

• 3+ years in customer service within a similar-sized organisation.
• Bachelor-level background in business or supply chain-related field is preferred.
• Proficient with SAP and knowledge of Freshdesk is an advantage.
• Shipping or aviation knowledge is advantageous.
• Strong communication, analytical and process-oriented mindset.

Responsibilities

• Lead a high-performing Head of Customer Resolution Services Team and support workload balancing.
• Measure, analyse, and utilise KPIs for the SPOC group to manage material order activity.
• Ensure adherence to work procedures, allocate tasks, and manage shift scheduling.
• Maintain strong customer satisfaction through rapid, quality responses to all requests.
• Handle quotes and orders following company processes and policy.
• Manage Open Order Book and related KPI-driven claims.
• Maintain customer records and ensure on-time material delivery.
• Escalate material delivery issues and coordinate with operations.
• Provide onboarding and upskilling support to team members.
• Organise regular account meetings with customers and stakeholders when needed.

Skills

Customer service

Leadership

Training

Cross-functional leadership

SAP familiarity

Freshdesk

Shipping knowledge

Aviation knowledge

Education

BSc in Business Administration, Supply Chain or Logistics

Tools

SAP

Freshdesk

Job description

SATAIR PTE. LTD. in Singapore seeks a Head of Customer Resolution Services to lead a high-performing team, manage escalations, and ensure on-time material delivery for critical spare parts.

You will balance daily workload with the Head of Region, provide training, and translate customer feedback into tangible improvements. The role requires strong SAP/Freshdesk experience, proven ability to guide colleagues, and a structured, process-driven mindset.