Customer Experience Representative

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.

We are looking for a proactive and customer-focused Customer Experience Representative (CXR) to support our 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 to ensure repair requests, quotations, orders, and customer enquiries are handled accurately and promptly.

The ideal candidate is customer-focused, responsive, organized, detail-oriented, and proactive, with the ability to coordinate effectively across multiple teams and follow through on repair cases from quotation to completion.

Key Responsibilities

• Support the Customer Care team in the coordination and administration of 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 and queries, providing timely updates and follow-up.
• Prepare and maintain customer repair order status and provide regular updates to customers and internal stakeholders.
• Update and maintain repair-related information in SAP accurately and in a timely manner.
• Liaise and work closely with various internal departments involved in repairs, sales, distribution, and parts coordination.
• Coordinate with local and overseas teams to follow up on repair progress, parts availability, quotations, and customer requirements.
• Ensure accurate documentation and timely follow-up of repair cases to support smooth customer service operations.
• Assist the Managers and/or Team Leads with ad-hoc tasks and other duties related to the C3 Customer Care scope as assigned.

Requirements

• Diploma or higher qualification in Business Administration, Customer Service, Engineering, Aviation, Supply Chain, or a related discipline.
• Customer service experience or experience in a coordination/administrative role will be an advantage.
• Good communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.
• Able to work under pressure, manage multiple tasks and meet deadlines.
• Able to work independently with minimal supervision while also being a good team player.
• Disciplined, organized, detail-oriented, and responsible in handling work and documentation.
• Positive attitude with a strong willingness to learn and adapt to new processes and systems.
• Comfortable working with local and overseas teams across different functions.
• Good working knowledge of Microsoft Office; experience with SAP will be an advantage.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.