Global Customer Service Rep (Customer Accounts Management)

Safran Group; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A global high-technology group is seeking a Global Customer Service Rep to manage communication with key accounts and resolve client issues. Candidates should have 5-10 years in customer support, ideally within the aerospace sector, and possess strong negotiation and communication skills. The role includes on-call duties and a focus on customer satisfaction, making it essential to work well in a fast-paced environment.

Qualifications

• 5 to 10 years of experience in customer support, ideally in the aerospace sector.
• Fluent in English, both written and spoken.
• Ability to work in a fast-paced environment.

Responsibilities

• Ensure effective communication with 'key accounts' clients.
• Manage the resolution of AOGs for the client portfolio.
• Provide on-call support outside regular working hours.

Skills

Customer satisfaction

Negotiation skills

Interpersonal communication

Analytical skills

Education

Engineering or Business Bachelor’s degree

Job description

Overview

Global Customer Service Rep (Customer Accounts Management) – Safran Electronics & Defense Services

Job Description

As a member of the sales team, the "Global CSR" has the following scope and objectives:

• Ensure effective communication with our "key accounts" clients regarding the repair and spare parts orders they send us.
• Consolidate client needs through periodic conference calls, regardless of which SED repair workshop is involved (in France, Grand Prairie, or Singapore).
• Provide responses or alternatives to client needs by consulting various internal stakeholders within SED.
• Resolve disputes or blockages, including unpaid invoices, by working with customer support or program teams when necessary.
• Manage the resolution of AOGs (Aircraft on Ground) for the client portfolio they are responsible for.
• Provide on-call support outside of regular working hours, in rotation with colleagues, and assist the service provider who manages 24/7 client interface.

To achieve this, the Global CSR is responsible for the following tasks:

• Ensure proactive communication with assigned clients.
• Prepare and conduct ongoing reviews of repair and spare parts orders with clients.
• If possible, anticipate client emergencies and propose alternative solutions.
• To carry out their mission, the GCSR relies on:
• CSSM (Customer Support Service Management)
• Repair & spare parts Customer Support Representative Teams
• Debt Recovery & Management with customer
• The Supply Chain responsible for managing specific stocks (AOG, dedicated stocks, etc.)
• Weekly meetings with customers
• On-call duties one week per month in support of our service provider
• Performance Criteria (KPIs)
• Client feedback on communication quality
• Level of outstanding payment
• % of AOGs covered on time

Job Requirements

• A 5 to 10 years experiences on customers' support ideally in aerospace sector
• A Engineering or Business Bachelor’s degree
• Fluent in English, both written and spoken
• Able to work in a Fast-Pace Environment
• Dynamic, persistent, and to pursue customer satisfaction
• Strong negotiation, interpersonal & communication skills
• Strong business acumen with good data and analytical skills
• Ability to evolve in an international environment with strong multi-cultural and multi-client challenges, which includes being sensitive to the various backgrounds, experiences and cultures

Company Information

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

Location

26 Changi North Rise Singapore-499618

Singapore

Singapore

Equal Opportunity

Safran is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.