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Customer Excellence Specialist APAC

ICEYE

ICEYE

Customer Service
Philippines
Posted on Wednesday, January 17, 2024

Who are we?

ICEYE is an International New Space company headquartered in Finland with colleagues from over 57 countries. Our team is a tight-knit group of experts across many disciplines (e.g., engineering, software development, radar technology, etc.). We’re innovative, driven people who strive for excellence in everything we do. Teamwork, curiosity, and having fun are core values to Making the impossible possible in New Space. Join our team today!

ICEYE is building and operating its commercial constellation of small Synthetic Aperture Radar (SAR) satellites with SAR data available to customers. Our satellites acquire images of Earth at any time – even when it’s cloudy or dark – providing commercial and government partners with unmatched persistent monitoring capabilities. Information derived from our SAR images helps customers make data-driven decisions to address time-critical challenges in various sectors, such as maritime, disaster management, insurance, and finance.

What will you do in this role?

We are seeking a dynamic and detail-oriented professional to join our team as a Customer Excellence Specialist for the APAC region. This role is crucial in ensuring the seamless delivery of satellite radar data to our customers, managing orders from submission to final product delivery. The role requires proactive problem-solving and the capacity to handle various scenarios autonomously. The ideal candidate will have a background in geography, remote sensing, aerospace, or related fields, along with exceptional communication skills in English. This is a full-time position with a permanent contract and shift work including weekends.

Responsibilities

Regular Customer Excellence Responsibilities:

Order Management:

  • Oversee the entire order process, from submission to the delivery of the final product.
  • Prepare comprehensive feasibility studies for satellite imagery, ensuring customer requirements are met.

Satellite Resource Planning:

  • Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
  • Perform SAR image quality control to maintain high standards.

Customer Interaction:

  • Resolve customer inquiries and complaints promptly.
  • Collaborate with cross-functional teams (satellite operators, sales, analytics, product software) to address project and customer-related issues.
  • Serve as a vital interface between clients and ICEYE, ensuring effective communication and interaction.

Process Improvement:

  • Contribute to the enhancement of existing processes and documentation.
  • Report to management on key performance metrics and anomalies.

Product Knowledge:

  • Maintain a thorough understanding of the company’s products, support, and services.

Account Management Responsibilities:

Governmental and Commercial Contracts:

  • Serve as the point of contact for APAC governmental contracts and commercial clients.
  • Conduct feasibility studies and effectively communicate results to customers.

Relationship Building:

  • Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.

Training and Progress Monitoring:

  • Coordinate and conduct service training for both internal and external customers.
  • Monitor order progress closely, proactively identifying and resolving potential issues.

Reporting:

  • Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).