Customer Experience Representative - Repair & RFQ Support

About the role

Thales is looking for a proactive, customer-focused Customer Experience Representative (CXR) to support its Customer Care Centre (C3) team in managing repair activities and RFQs for new parts. You will work closely with customers, internal departments and local and overseas teams so that repair requests, quotations, orders and enquiries are handled accurately and promptly.

Key responsibilities

• Support the Customer Care team in coordinating and administering repair and RFQ activities.
• Manage RFQs for new parts and coordinate with relevant teams to obtain the necessary information and pricing.
• Prepare repair quotations and related documentation accurately and within the required timelines.
• Respond promptly and professionally to customer enquiries, giving timely updates and follow-up.
• Maintain customer repair order status and give regular updates to customers and internal stakeholders.
• Update and maintain repair-related information in SAP accurately and on time.
• Liaise with internal departments involved in repairs, sales, distribution and parts coordination.
• Coordinate with local and overseas teams on repair progress, parts availability, quotations and customer requirements.
• Ensure accurate documentation and timely follow-up of repair cases.
• Assist managers and team leads with ad-hoc tasks within the C3 Customer Care scope.

Required profile

• Diploma or higher qualification in Business Administration, Customer Service, Engineering, Aviation, Supply Chain or a related discipline.
• Customer service or coordination/administrative experience is an advantage.
• Good communication and interpersonal skills, able to work with customers and internal stakeholders.
• Able to work under pressure, manage multiple tasks and meet deadlines.
• Able to work independently with minimal supervision and as a team player.
• Comfortable working with local and overseas teams across different functions.

Required skills

• Good working knowledge of Microsoft Office.
• Experience with SAP is an advantage.