Customer Service Support, Team Lead (Academy / Learning Centre) (DSC/ET)

About ST Engineering

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 – eServ

Join us at eServ, where reliability, excellence, and ethical business practices converge to redefine Business Process Outsourcing (BPO) services. As one of Singapore's premier home-grown BPO providers, we pride ourselves on our proven track record of financial strength, reliability, and ethical conduct. We don't just offer typical BPO solutions; we are your strategic partner, committed to delivering exceptional value and bridging the gaps that hinder business growth. Our wide range of services spans finance, payroll, HR, customer care, training and development, and advisory services, all designed to address the intricate challenges that businesses encounter in today's dynamic landscape. Partner with us and experience a seamless journey towards operational excellence and sustainable growth.

Together, We Can Make A Significant Impact

You will be a key customer service support partner to our clients to deliver effective and efficient training administrative and operations services to support their business objectives and operations. You will undertake a supervisory role and be expected to manage a team of executives.

Be Part of Our Success

1. Ensure that all enquiries received via calls, emails and walk-ins are replied accurately and timely as in accordance with the prevailing SOPs, policies and procedures.
2. Ensure the correct and timely escalation or resolution of urgent cases.
3. Attend to appeals and complaints promptly and accurately.
4. Monitor, track and ensure the accuracy of all enquiries are promptly and accurately recorded for reporting purposes.
5. Ensure that the customer service system and all related systems are in perfect working condition at all times.
6. Collate and review all data and information for management reporting.
7. Review existing SOPs, Procedures, Documentation to enhance efficiency and effectiveness.
8. Oversee the daily operations and completion of tasks in your team.
9. Report to and assist Head Training Administration and Operations in other tasks as required.
10. Develop and mentor team members.
11. Undertake additional tasks as required.
12. Other ad-hoc projects may be required.

Qualities We Value

1. Bachelor’s degree in any discipline.
2. Experience and knowledge in similar industry and the various training grants, such as PSEA, UTAP, SFC is preferred.
3. Strong leadership and management skills.
4. Proven leadership skills will be an advantage.
5. Customer service oriented.
6. Excellent communication and collaboration skills.
7. Proficient in data and trend analysis.
8. Strong problem-solving and analytical skills.
9. Ability to adapt to evolving technologies and industry best practices.
10. Ability to drive change and improvement.

Our Commitment That Goes Beyond the Norm

1. An environment where you will be working on cutting-edge technologies and architectures.
2. Safe space where diverse perspectives are valued, and everyone’s unique contributions are celebrated.
3. Meaningful work and projects that make a difference in people’s lives.
4. A fun, passionate and collaborative workplace.
5. Competitive remuneration and comprehensive benefits.