Customer Satisfaction Coordinator

Safran Helicopter Engines Asia Pte Ltd; Singapore; On-site; SGD 50,000 - 85,000; Full time

Job summary

A leading company in the aviation sector is seeking an experienced professional to manage customer satisfaction efforts, ensuring effective communication and improvement strategies. This role involves engaging with various stakeholders, analyzing customer feedback, and leading initiatives to enhance service delivery. The ideal candidate will have a keen attention to detail and a strong orientation towards customer satisfaction.

Qualifications

• 2-5 years of experience in customer service or support.
• Aviation industry experience is a plus.
• Meticulous with strong attention to detail.

Responsibilities

• Manage customer satisfaction-related information and activities.
• Coordinate with stakeholders and develop action plans.
• Analyze and communicate satisfaction survey results.

Skills

Analytical skills

Organizational abilities

Communication skills

Customer satisfaction orientation

Team collaboration

Education

Bachelor's degree in business or management

Master's degree

Tools

CRM tools

MS Office applications

Job description

YOUR MISSION AND 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 this 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 surveys results
• Build external communication plans to relay satisfaction surveys results incl. our major improvements
Coordinate and organize customer council meeting
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
• Master's degree is a plus
• 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