About this role
<p><strong>Overview:</strong><br>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.</p> <p>This is a 24-month contract with the potential for permanent employment based on performance.</p> <p><strong>Key Responsibilities:</strong></p> <ul> <li>Monitor and respond promptly to incoming calls, emails, customer portal submissions, and call-back requests.</li> <li>Create, update, and manage service requests in the case management system with accuracy.</li> <li>Evaluate and prioritize cases based on urgency and impact.</li> <li>Dispatch service requests to appropriate specialists and notify internal stakeholders in a timely manner.</li> <li>Coordinate with relevant teams for AOG (Aircraft on Ground) parts orders or tooling requests.</li> <li>Identify, escalate, and resolve issues in collaboration with the contact center manager.</li> <li>Follow up on outstanding cases to ensure closure within established service levels.</li> <li>Multitask effectively, managing live calls while updating case information.</li> <li>Perform additional duties as assigned by the manager or team lead.</li> </ul> <p><strong>Skills and Qualifications:</strong></p> <ul> <li>Diploma or ITE graduate.</li> <li>Strong verbal and written communication skills.</li> <li>Ability to work 12-hour rotating shifts.</li> <li>Self-motivated, proactive, and a team player.</li> <li>Proficient in Microsoft Office applications.</li> <li>Familiarity with call center software; knowledge of programming languages is a plus.</li> <li>Prior experience in a call center or customer support environment is highly desirable.</li> </ul> <p><strong>What We Offer:</strong></p> <ul> <li>Exposure to the commercial aerospace industry.</li> <li>Dynamic, fast-paced 24/7 contact center environment.</li> <li>Opportunity for permanent placement upon successful contract completion.</li> </ul>