VIP Customer Quality Advocate

Schneider Electric; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Schneider Electric is seeking a Customer Advocate Specialist in Singapore to champion the customer voice and lead the VIP Program. You will drive customer-centric culture change and oversee resolutions to quality issues across product ranges.

The role requires a Engineering degree, 5+ years of experience, and strong problem-solving, communication, and influencing skills to operate in a global, matrixed environment. Total Rewards are offered as part of the package.

Qualifications

• Degree in Engineering or equivalent.
• At least 5 years of relevant experience.
• Customer oriented mindset – experience in handling customer inquiries.
• Advanced problem-solving skills.
• Strong consultative and analytical skills.
• Knowledge in continuous improvement methodology and change management.
• Strong influencing skills with a global mindset.
• Proven ability to work in a highly matrixed and multicultural environment.
• Communication and presentation capabilities.

Responsibilities

• Accountable for fast and effective resolution of customer complaints on quality for all product ranges.
• Determine recurrent and severe customer issues, their containment, root cause analysis, correction, and prevention.
• Eliminate dissatisfaction by ensuring customer issues for all product ranges are well managed and prevented.
• Ensure a reliable process to solve customer quality complaints quickly, including warranty returns and replacements.
• Escalate customer issues to the right organization and support collaborative resolution.
• Analyze issues to identify top problems and launch preventive projects.
• Collaborate with other organizations to contain, correct, and prevent problems affecting customers.
• Lead containment actions for known problems.
• Use I2P process and systems to drive fast resolution.
• Coordinate handover from projects to quality/services with proper docs.
• Visit sites, meet customers, address complaints, present resolutions.
• Coordinate experts for resolution with factories.

Skills

Technical fluency

Customer focus

Collaboration

Communication

Decision making

Results oriented

Education

Engineering degree

5+ years experience

Customer inquiries

Problem-solving

Consultative skills

Continuous improvement

Influencing

Matrixed environment

Presentation

Job description

Schneider Electric is seeking a Customer Advocate Specialist in Singapore to champion the customer voice and lead the VIP Program. You will drive customer-centric culture change and oversee resolutions to quality issues across product ranges.

The role requires a Engineering degree, 5+ years of experience, and strong problem-solving, communication, and influencing skills to operate in a global, matrixed environment. Total Rewards are offered as part of the package.