Customer Support Expert Job Singapore,Customer Service/HelpDesk

Overall Objectives

The Customer Support expert is part of the Engineering & Maintenance division of Air France and reports to the General Manager “Power By Event” activity based in Paris. The typical “open log-book” turnover for each Customer Support Expert is between 120 & 200 open orders mainly repaired in Paris workshops. In order to succeed, the CSE should:

Act as focus point between our customers (airlines, lessors, brokers, MROs) and all internal stakeholders,

Maintain strong relationship & communication with customers (airlines, MRO, lessors),

Manage the overall performance of Air France Industries services.

Key Results Area

Act as focus point between our customers and partners (airlines, lessors, brokers, MROs, SCS…) and all internal stakeholders

Contributes positively to the communication and coordination with the customer
Manage all open order for the assign customer portfolio, check and update all parameters of orders on IT.
Look after all operational issues regarding the open orders
Support AFI Customers lead by PBE CSM for repair station at Singapore Component Solutions.
Find best operational solutions to keep customer satisfied while always protecting our company’s financial & commercial interest in close connection with customer contract manager.
Issue the weekly report to customer and assist the weekly call to provide and comment updated statuses.

Maintain strong relationship & communication with customers (airlines, MRO, lessors)

Build trustful and robust relationships with customers.
Regularly visit his/her customer to stay close and be able to anticipate their needs.
Involve the AFI Sales & Customer Support manager when required.
Fills in and updates the internal database with customer intelligence & info.

Manage the overall performance of Air France Industries services

Defines with the customer all particular conditions and operational procedures to implement the contract.
Drives regular “Performance Review” meetings with the customer about the service provided
Ensures management is informed on a regular basis on all matters related to his/her portfolio
Acting as the control tower of the overall performance, identifying and solving issues that could lead to delays or dissatisfaction for customer.
Adapt and controls the customer’s needs understanding in the supply chain and repair loop.

Main Interfaces

Logistic Centers
Shop Managers / Logistic planners
Customer Pricing Officers
Customer Support Managers
Customer Quotation / Invoicing Officers
Singapore Component Solutions

Required Knowledge

Component Products knowledge
Commercial experience
Fluent English (French is a strong asset)
Political sensitivity
Office tools knowledge

Competencies

Customer Focus
Team player
Autonomy
Problem solving minded
Be organized

Benefits

Attractive travel benefits, including discounts on flights across AFKLM and partner airlines
Hybrid working arrangements
Flexible working arrangements, including Work from Anywhere (cross-border remote options)
Comprehensive medical insurance coverage for all employees

At Air France-KLM, we are an equal opportunity employer. The Group is committed to combating all forms of discrimination and promoting equal opportunities in our hiring practices and throughout the employee journey. We strive to promote diversity as reflected in society, and to ensure equal opportunities among all staff.

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