Customer Resolution & Satisfaction Leader

Satair

Singapore

On-site

SGD 70,000 - 110,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

Satair in Singapore seeks a proactive Head of Customer Resolution Services to lead a regional team, ensuring fast, accurate responses for spare parts and related services. You will drive customer satisfaction, oversee quotes and orders, and coordinate escalations with cross-functional teams.

The role requires customer service expertise, strong process orientation, and experience with SAP/Freshdesk. You will mentor team members and contribute to continuous improvement, working closely with

Qualifications

3+ years of customer service experience in a similar sized organisation
BSc in Business Administration, Supply Chain, Logistics or Production preferred
Proficient PC skills (Word, Excel, databases) and ability to interpret technical documentation

Responsibilities

Participate in a high performing Head of Customer Resolution Services Team.
Measure, analyse and utilise KPIs for the SPOC group to manage material order activity and produce reports.
Ensure adherence to work procedures, review workload, and allocate daily tasks.
Build and maintain strong customer satisfaction with quick response times and accurate responses.
Handle quotes and orders in line with processes; manage Open Order Book and claims per KPIs.
Maintain customer records and escalate material needs meeting customer expectations.
Onboard and train new employees and conduct team development.
Organise periodic account meetings with customers and stakeholders to share information.