Customer Support Executive (Account Management)

Purpose of the role:

The Customer Support Executive (Account Management) shall manage and administer Integrated Services Agreement and/or major component agreement, executed by Sales team while governing the profitability of the Agreement.

He/She is the focal point in the commercial management of the Agreement and makes sure each internal department meets the needs of the customer and conquering customer’s satisfaction with our services.

Job Responsibilities

• Preferred point of contact for the customer in the performance of the Agreement;
• 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 (FH, monthly fees, … ) as well as time and material services are in order;
• Manage out of scope services;
• Prepare performance review (FH, pool performance, core unit return, NFF…);
• Ensure all services are delivered according to the agreement terms;
• Handle disputes and coordinate credit notes when approved;
• Main contact point for customers;
• Resolve customer issues and concerns;
• Ensure healthy financial status, including payments and overdue recovery;
• Support sales objectives and targets;
• Monitor data accuracy and operational performance indicators;
• Support customers during AOG (Aircraft on Ground) situations;
• Assist the sales team during agreement renewals;
• Perform other tasks as assigned by Manager.

Job requirements:

• Minimum ‘O’ Levels/ Diploma in any relevant discipline;
• At least one year of relevant experience in the aviation industry is preferred; customer support experience is an added advantage;
• Excellent written and oral communication and presentation skills;
• Strong work ethics, team player, customer oriented with meticulous mindset;
• Experience in preparing quotations and invoices;
• Self-motivated person who can bring ideas and improve our existing processes;
• Proficient in Microsoft applications and ERP such as M3 or SAP;
• Regular Travel required for this position;
• Fluent in English