Total 3 technical engineer job vacancies in Customer Service category in Singapore

Key Responsibilities:

• Customer Needs & Service Delivery: Identify customer needs and oversee service delivery within the business context, ensuring alignment with customer expectations.
• Team Leadership & Conflict Management: Lead the service delivery team, manage conflict, and ensure efficient execution of processes and tasks.
• Financial Management: Oversee key finances and accurately forecast service-related costs and resource requirements.
• System Knowledge & Troubleshooting: Maintain a comprehensive understanding of end-to-end systems to effectively troubleshoot issues and address change requests.
• Incident Management: Take ownership of critical incidents, coordinate with resolution parties, and facilitate clear communication between stakeholders for post-incident analysis and improvements.
• Performance Reporting: Provide accurate, timely reports on service delivery performance to senior management.
• Process Analysis & Optimization: Analyze both client and internal processes, and implement strategies to optimize service delivery efficiency.
• Team Development: Build and manage a team of maintenance service engineers, ensuring they meet customer expectations and maintain a high level of competency.
• SLA Management: Plan, manage, and monitor the maintenance team's response times, ensuring compliance with Service Level Agreements (SLAs).
• Contract Management: Ensure clarity on contractual obligations, monitor contract validity, and manage contract renewals with clients.
• Financial KPIs: Consistently meet or exceed financial Key Performance Indicators (KPIs) for the service team.

Technical Skills:

• ITIL: Strong understanding and application of ITIL practices for service management.
• Full Stack Development: Knowledge of full-stack development processes and technologies.
• Minimum 8 years experience in industry
• Bachelor Degree

Key Responsibilities:

• Customer Needs & Service Delivery: Identify customer needs and oversee service delivery within the business context, ensuring alignment with customer expectations.
• Team Leadership & Conflict Management: Lead the service delivery team, manage conflict, and ensure efficient execution of processes and tasks.
• Financial Management: Oversee key finances and accurately forecast service-related costs and resource requirements.
• System Knowledge & Troubleshooting: Maintain a comprehensive understanding of end-to-end systems to effectively troubleshoot issues and address change requests.
• Incident Management: Take ownership of critical incidents, coordinate with resolution parties, and facilitate clear communication between stakeholders for post-incident analysis and improvements.
• Performance Reporting: Provide accurate, timely reports on service delivery performance to senior management.
• Process Analysis & Optimization: Analyze both client and internal processes, and implement strategies to optimize service delivery efficiency.
• Team Development: Build and manage a team of maintenance service engineers, ensuring they meet customer expectations and maintain a high level of competency.
• SLA Management: Plan, manage, and monitor the maintenance team's response times, ensuring compliance with Service Level Agreements (SLAs).
• Contract Management: Ensure clarity on contractual obligations, monitor contract validity, and manage contract renewals with clients.
• Financial KPIs: Consistently meet or exceed financial Key Performance Indicators (KPIs) for the service team.

Technical Skills:

• ITIL: Strong understanding and application of ITIL practices for service management.
• Full Stack Development: Knowledge of full-stack development processes and technologies.
• Minimum 8 years experience in industry
• Bachelor Degree

As a Salesforce Service Cloud Specialist, you will play a key role in enhancing our Salesforce Service Cloud implementation and providing technical support for application remediation and engineering support. Your responsibilities will include:

• Providing technical support for Salesforce Service Cloud, ensuring the smooth operation of the platform and addressing any issues or discrepancies.
• Utilizing advanced proficiency in Salesforce Service Cloud and Salesforce Marketing Cloud Customer Data Platform to enhance and optimize our customer service processes.
• Conducting application remediation tasks, troubleshooting IT issues, and providing engineering support to ensure the integrity and reliability of our Salesforce ecosystem.
• Collaborating with cross-functional teams to implement Salesforce Service Cloud enhancements and address business requirements effectively.
• Utilizing your basic understanding and hands-on experience with HTML/CSS/JS and Ampscript for Marketing Cloud/Interaction Studio to customize and optimize customer interactions and campaigns.
• Troubleshooting ETLs, web campaigns, and web tagging for personalized interactions using Interaction Studio.
• Leveraging your knowledge of Sales and Service Cloud to generate reports and perform basic administrative tasks to support business operations.

Requirements

• Advanced proficiency in Salesforce Service Cloud and Salesforce Marketing Cloud Customer Data Platform.
• Hands-on experience with HTML/CSS/JS and Ampscript for Marketing Cloud/Interaction Studio.
• Strong understanding of personalization techniques, particularly within Interaction Studio, including troubleshooting ETLs, web campaigns, and web tagging.
• Proficiency in Sales and Service Cloud, including report generation and basic administrative tasks.
• Experience in application remediation, IT troubleshooting, and engineering support.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant, Salesforce Certified Administrator) preferred.