Customer Support Executive (Account Management)

Job Responsibilities

• Manage strategic customer accounts and serve as the primary customer contact;
• Make sure services performed are in line with the Agreement;
• Organize regular internal and customer meetings to review performance;
• Resolve customer issues and concerns;
• Set up and organise contract review meeting, define administrative process, data in the ERP system;
• Coordinate all internal teams involved in delivering the agreement;
• Review and ensure invoicing for services under Agreement as well as time and material services are in order;
• Track key performance indicators (KPIs), identify root causes of performance gaps, and work closely with internal departments;
• Prepare and maintain data analysis, dashboards, and performance reports to support customer reviews;
• Ensure all services are delivered according to the agreement terms;
• Handle disputes and coordinate credit notes when approved;
• Resolve customer issues and concerns;
• Ensure healthy financial status, including payments and overdue recovery;
• Support customers during AOG (Aircraft on Ground) situations;
• Assist the sales team during agreement renewals;
• Perform other tasks as assigned by Manager.

Job requirements:

• Diploma or Degree in Business, or a related discipline.

• Minimum ‘O’ Levels/ Diploma in any relevant discipline.

• Experience managing strategic customer accounts within industrial, aviation

• Excellent written and oral communication and presentation skills.

• Strong work ethics, team player, customer oriented with meticulous mindset.

• Proficient in Microsoft applications and ERP such as M3 or SAP.

• Travel may be required for this position.

• Fluent in English