Customer Front Office

About the role

Thales, a global technology leader in aerospace, defence, security and digital identity, is hiring a Customer Front Office person in Singapore. The role acts as the first point of contact for customers, coordinating service requests and incidents with internal AMS teams and keeping customers informed.

Key responsibilities

• Act as the first point of contact for customer inquiries, service requests and incident reports, and manage customer expectations with accurate status updates.
• Log, prioritize and track incidents and service requests to resolution in line with SLAs, using the internal knowledge base and working instructions, and escalate issues appropriately.
• Maintain detailed records of customer interactions, issues and actions taken.
• Monitor customer-facing performance indicators and service health dashboards, report regularly to the Service Delivery Manager and flag risks or improvement opportunities.
• Gather and communicate customer feedback, and help organize customer review meetings and workshops.
• Communicate planned changes, maintenance or disruptions to customers and address their concerns promptly.
• Maintain records of service agreements and communication logs, ensuring compliance with internal policies and regulatory requirements.

Required profile

• Proven experience in a customer service, front office or customer support role, preferably in regulated or safety-critical environments such as ATM, aviation, defence or telecoms.
• Strong understanding of service management principles (e.g. ITIL) and customer support processes.
• Excellent verbal and written communication, able to handle competing priorities in a fast-paced environment.
• Knowledge of Air Traffic Management systems (surveillance, communications, navigation, command and control) is beneficial.
• Experience facilitating service reviews, capturing customer feedback and supporting incident management.

Required skills

• Proficiency with customer service management tools and MS Office applications.
• Service management principles (e.g. ITIL).