Global Customer Support Consultant

RigNet; Singapore; On-site; SGD 35,000 - 45,000; Full time

Job summary

A global communications company is looking for a Customer Service Consultant in Singapore. In this role, you'll provide exceptional customer support through phone, email, and chat while ensuring all inquiries are addressed effectively. You will analyze complaints and implement solutions, prioritizing high-quality service. Ideal candidates should be multitaskers with a solid background in customer service, working in a fast-paced environment. The position requires good command of English and computer skills.

Qualifications

• Background in customer experience environments and operations.
• Strong interest in mobile technology/applications.
• Ability to effectively communicate with a multilingual customer base.

Responsibilities

• Provide first-line responses to customer enquiries.
• Maintain an up-to-date knowledge of product and service information.
• Analyze customer complaints and provide corrective actions.

Skills

Customer service orientation

Multitasking

Communication skills

Technical curiosity

CRM systems knowledge

Tools

Microsoft Office

CRM software (e.g., Salesforce)

Job description

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

As a Customer Service Consultant, you’re the provider of great customer experience as part of this 24/7 support team. You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them.

Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No two days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre!

You will;

• Record all incoming faxes and emails in the Viasat Customer Relationship Management (CRM) system and send an initial acknowledgment within two hours of receiving them.
• Efficiently handle all Viasat enquiries and complaints, ensuring follow‑up on activation, QoS, billing, and fraud issues.
• Maintain an up‑to‑date knowledge of the information in the public domain, including fact sheets, the corporate website, and marketing campaign details to respond to any questions accurately.
• Make sure all requests regarding processes are completed and all necessary administrative tasks are done.
• Consistently achieve Service Level Agreements (SLAs) across all customer tiers.
• Provide excellent customer service through phone, e‑mail, chat, etc., in a timely and accurate manner.

The day-to-day

• Act as a bridge connecting the customer support team, management, and customers to enhance customer service and boost business productivity.
• Analyze customer complaints and provide appropriate corrective actions.
• Ensure customer satisfaction by meeting customer needs courteously and timely.
• Monitor, address, and resolve customers' unresolved issues in line with SLAs and critical metrics.
• Establish customer service projects to offer exceptional service.
• Prepare documentation and reports on routine customer correspondence for future reference.
• Assist in training peers on improving customer support service.
• Develop and maintain in‑depth product knowledge.
• Conduct customer surveys to obtain feedback.
• Communicate customer feedback to the Global Operations Management team to develop better processes for serving customers.
• Support in compiling weekly reports on customer queries, replies, and input to analyze customer service data and patterns.

What you'll need

• Provide a first‑line response/resolution to enquiries with a focus on excellence.
• Ability to multitask under pressure and handle multiple tasks simultaneously.
• Prioritize tasks successfully.
• Assimilate information and respond according to instruction.
• A solid background in customer experience environments and operations.
• Demonstrates a strong interest in high technology and a curiosity about the functionality of mobile technology/applications.
• Operate within a multilingual customer base and deal effectively with those for whom English isn’t their first language.
• Confident and professional telephone manner.
• Writing and updating knowledgebase articles as gaps are discovered.
• Good computer skills, including knowledge of MS Office, Word, Excel, and Outlook.
• Good written and oral command of the English language.

What will help you on the job

• Experience working in an international customer service and/or call center.
• Awareness of the various Viasat services and products.
• Network and hosted voice technology experience desired, but not mandatory.
• CRM, billing, and support platform experience, such as Microsoft Dynamics, Salesforce.com, and PeopleSoft.
• Good knowledge of world geography.
• Knowledge of a foreign language.

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.