Senior Customer Service Executive (DSC/ET/15324)

ST Engineering is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than 100 countries. The Group uses technology and innovation to solve real-world problems and improve lives through its diverse portfolio of businesses across the aerospace, smart city, defence, and public security segments. Headquartered in Singapore, ST Engineering ranks among the largest companies listed on the Singapore Exchange.

Our history spans more than 50 years, and our strategy is underpinned by our core values - Integrity, Value Creation, Courage, Commitment and Compassion. These 5 core values guide every aspect of our business and are embedded in our ST Engineering culture - from the people we hire, to working with each other, to our partners and customers.

About our Line of Business - Mission Software & Services

Our Mission Software & Services business provides leading-edge mission critical command, control, and communications (C3) systems with secured IT infrastructure and managed services. We support our client's innovation journey through design thinking, analytics, and AI-enabled decision support with our full suite of cloud computing solutions. We provide intelligent, actionable insights and sustainable solutions to our valued partners in diverse industries including defence, government, and commercial sectors.

Together, We Can Make A Significant Impact

You will work as part of the National Service Registration and Enlistment team to analyse, investigate and coordinate with stakeholders to manage cases. You would also need to interact with appellants to clarify information, provide advice, instructions and manage expectations. You will be required to prepare submission and reports, and to make recommendation to the relevant authorities for approval and all necessary follow up till satisfactory closure.

Be Part of Our Success

• Provide operational and administrative support to the pre-enlistment medical activities and the related support services
• Receive cases, analyse the background and follow up actions required
• Communicate with appellant where required, and with internal stakeholders for necessary actions
• Correspond with various agencies to retrieve data and inputs necessary for case resolution or submission. Ensure that responses adhere to process flows.
• Conduct investigation on process gaps to determine root cause and provide advice for rectifications. Liaise with business process owners, ground users and system technical teams to rectify or improve process gaps.
• Support, conduct audit and track submission of reports.
• Provide clear and concise advice and responses to the queries raised via phone call and/or email.
• Carry out administrative tasks to ensure processes are complete.

Qualities We Value

• Energetic individual who can work well independently and as part of a team.
• Track record of customer service experience and competency
• Excellent communication and interpersonal skills
• Able to handle different types of customers and complex cases
• Strong analytical and problem solving skills
• Proven leadership skills will be an advantage
• Meticulous with keen attention to details, highly disciplined, service-oriented and good team player
• Proficient in Microsoft Office applications (Excel & Word)
• Polytechnic Diploma/Degree

Our Commitment That Goes Beyond the Norm

• Safe space where diverse perspectives are valued, and everyone's unique contributions are celebrated.
• Meaningful work and projects that make a difference in people's lives.
• A collaborative workplace values diversity.
• Competitive remuneration and comprehensive benefits.