Section Manager, Customer Support [Aerospace / Aviation Industry]

[Job ID: 1669062] Responsibilities
 
Responsible to lead the customer support team to deliver exceptional service and ensure customer satisfaction. This role includes for managing the company's customer support functions, overseeing overall customer support management, planning, systems and controls, resolving issues efficiently, and overseeing customer contract management processes to maintain compliance and accuracy.

• Lead and mentor the customer support team to achieve service excellence.
• Supervise, coach, lead and manage the customer support team under his/ her section. This typically
  includes training to ensure that personnel are updated with latest methods, procedures and requirements;
  work allocation and problem resolution, as well as participating in decisions for hiring and performance
  evaluation
• Managed departmental work distribution, quality, productivity and actively manage the team's human
  resource related issues
• Communicate performance against objective with the individual team members and constantly monitor
  performance in terms of the agreed key performance indicators
• Work closely with internal teams to ensure smooth onboarding and delivery services for customers.
• Provide feedback to engineering and operations teams based on customer insights.
• Conduct regular team meetings to ensure two ways communication is maintained between team members
  and the management
• Maintain an excellent rapport and high standard of integrity, tactful and professionalism with the customers
  including attending to the customers' special request
• Attend to the resolution of escalated customer complaints received and resolve the issues within the
  agreed KPI or urgency
• Support the management team in the creation of management reports
• Constantly communicate and update the company via discussion and/or meeting in relations to customers'
  requirements, feedback and etc
• Work closely with internal teams to ensure smooth onboarding and service delivery for customers.
• Oversees overall Turn Around Time (TAT) and On Time Delivery (OTD)
• Identify opportunities to improve processing, monitoring and controlling efficiency
• Developing customer service procedures, policies, standards and performance matrix
• To lead and oversee sales activities
• Any other tasks as assigned

Requirements

• At least 8 years of customer facing position, preferably in aviation MRO or aerospace manufacturing field
• Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees
• Excellent communication both verbal and written in Bahasa Malaysia, organizational, motivating, customer orientation, dynamic, self motivation, good planning and management skills
• Possess good interpersonal and time management skill
• Strong analytical and problem solving skills and the ability to successfully interact with staff and internal partners to problem solve to achieve company goals

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