Executive, Customer Support

Overview

We are seeking a dedicated Call Center Team Agent to handle service requests from airlines and customers through calls, emails, and our customer portal. The role involves working 12-hour rotating shifts to support our 24/7 contact center, providing technical, material, logistics, and diagnostic services in the aviation industry.

This is a 24-month contract with the potential for permanent employment based on performance.

Key Responsibilities

• Monitor and respond promptly to incoming calls, emails, customer portal submissions, and call-back requests.
• Create, update, and manage service requests in the case management system with accuracy.
• Evaluate and prioritize cases based on urgency and impact.
• Dispatch service requests to appropriate specialists and notify internal stakeholders in a timely manner.
• Coordinate with relevant teams for AOG (Aircraft on Ground) parts orders or tooling requests.
• Identify, escalate, and resolve issues in collaboration with the contact center manager.
• Follow up on outstanding cases to ensure closure within established service levels.
• Multitask effectively, managing live calls while updating case information.
• Perform additional duties as assigned by the manager or team lead.

Skills and Qualifications

• Diploma or ITE graduate.
• Strong verbal and written communication skills.
• Ability to work 12-hour rotating shifts.
• Self-motivated, proactive, and a team player.
• Proficient in Microsoft Office applications.
• Familiarity with call center software; knowledge of programming languages is a plus.
• Prior experience in a call center or customer support environment is highly desirable.

What We Offer

• Exposure to the commercial aerospace industry.
• Dynamic, fast-paced 24/7 contact center environment.
• Opportunity for permanent placement upon successful contract completion.