Customer Satisfaction Coordinator

Safran Helicopter Engines; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading aerospace company in Singapore is seeking a Customer Satisfaction Manager to oversee customer satisfaction initiatives and coordinate action plans with stakeholders. The ideal candidate has a bachelor's degree and 2-5 years of experience in customer service or support roles, preferably with knowledge of the aviation industry. Strong communication and analytical skills are essential for ensuring customer satisfaction and improving service delivery.

Qualifications

• At least 2 to 5 years of relevant experience in customer service or support roles.
• Aviation industry experience or aerospace knowledge is a plus.
• Meticulous with strong analytical skills and attention to detail.

Responsibilities

• Manage customer satisfaction information exchanges.
• Coordinate with stakeholders for action plans on customer satisfaction.
• Conduct and analyze customer satisfaction surveys.

Skills

Customer satisfaction oriented

Strong communication skills

Strong organizational abilities

Meticulous

Analytical skills

Team player

Education

Bachelor's degree in business or management

Tools

CRM tools

MS Office applications

Job description

Responsibilities

• Manage information exchange related to customer satisfaction
• Review and validate the internal CRM (Customer Relationship Management) reports to enable their usage by other company stakeholders
• Ensure that CRM activities, including customer complaints, have a pilot and that an answer is provided to the customer within the defined timeframe
• Ensure the dissemination of major information between corporate and sites (e.g. through a dedicated information letter, a regular business intelligence newsletter or technical newsletters)
• Manage global customer satisfaction on a regular basis
• Capture and analyze customer satisfaction through a Customer Satisfaction Overview and the company CRM in order to capitalize information
• Facilitate Customer Satisfaction team rituals with all stakeholders (e.g. commercial sites, technical, program, quality, commercial teams)
• Coordinate with various stakeholders the action plans to recover to a good level of customer satisfaction
• Summarize and express the contributions expected from each contributor in all sectors of the company (e.g. engineering, industrial, program)
• Define the axes of development of operator customer satisfaction in the mid to long-term
• Co-design, conduct and analyze the Safran internal customer satisfaction survey
• Analyze the external satisfaction surveys received from specialized magazines
• Identify mid to long-term improvements (incl. new services or service features)
• Structure a global improvement plan and monitor its progress
• Assist the management team (from Asia & France) in the preparation and the steering of our customer councils (working group with customers to improve Safran products and services)
• Contribute to active listening and customer orientation in the company and ensure wide communication of Safran successes to improve customer perception
• Build internal communication plans to relay satisfaction survey results
• Build external communication plans to relay satisfaction survey results including our major improvements
• Coordinate and organize customer council meetings
• Participate actively in contributing to FO improvement projects and tasks
• Perform other tasks assigned by the Line Manager

Requirements & Skills

• At least a bachelor's degree or equivalent in business, management or a related discipline
• 2 to 5 years of relevant experience, ideally in customer service or support roles
• Aviation industry experience or aerospace knowledge are a plus
• Meticulous, strong analytical skills, keen attention to detail
• Strong organizational abilities, structured and capable to prioritize
• Good team player, capable to work with various stakeholders and be autonomous
• Strong communication skills (oral & written)
• Customer satisfaction oriented
• Experience with all MS office applications
• Experience with CRM tools