Customer Service Specialist

1 week ago

Canada SITA Switzerland Sarl Full time

Aperçu:
En tant que **Spécialiste du Service Client**, vous serez responsable de la satisfaction des clients de SITA FOR AIRCRAFT. Vous serez en charge des activités de service client et de gestion des relations pour les produits et services de SITA FOR AIRCRAFT dans la région Amériques (compagnies aériennes, fournisseurs de services de navigation aérienne, OEM et aéroports).

**Vos responsabilités sont**:

- Gérer la relation globale avec le client par le biais de réunions régulières d'évaluation des services, conformément au plan d'engagement défini pour les clients respectifs ;
- Analyser et contrôler la performance des niveaux de service définis avec le client, en veillant à ce que les objectifs soient atteints. Le cas échéant, lancer et coordonner un plan d'amélioration des services;
- Gérer la satisfaction des clients et s'assurer que tous les commentaires des clients sont pris en compte afin d'améliorer et de fidéliser la clientèle;
- Développer la relation client, connaître l'utilisation des produits SITA par le client et faire en sorte que SITA soit reconnue par le client comme un partenaire et un fournisseur excellent et fiable ;
- S'assurer que le retour d'information et les exigences des clients sont transmis aux parties prenantes de SITA FOR AIRCRAFT (chefs de produit, opérations, ingénierie, juridique, équipes de développement commercial, etc ;)
- Gérer les demandes de changement des clients;
- Assurer un traitement expert des demandes en coordination avec le Service Desk 24/7 de SITA FOR AIRCRAFT, pour les demandes de service non standard ou complexes. Si nécessaire, vous travaillerez avec les équipes de support et les parties externes: avionneurs et/ou vendeurs d'avionique pour traiter des situations plus complexes;
- Maintenir l'intégrité du profil de configuration et des données de configuration du client;
- Coordonner et contribuer aux ateliers d'utilisateurs pour valider les exigences des clients et confirmer les spécifications techniques en coopération avec d'autres équipes d'experts.

Qualifications:
**Vous possedez**:

- 1 à 3 ans d'expérience professionnelle dans le domaine du support technique, de préférence dans l'industrie aéronautique (support technique, opérations de vol ou domaine de l'ingénierie).
- Une expérience avérée dans des organisations ou des projets multinationaux, pluridisciplinaires et multiculturels est un atout.
- Maîtrise de l'anglais et du français.
- Compétences analytiques: capacité à construire et à structurer une analyse, à gérer les tendances, à détecter des modèles ;
- Capacité à représenter SITA FOR AIRCRAFT devant les clients;
- Bonnes aptitudes à la présentation et à la communication, tant à l'oral qu'à l'écrit;

**Ce que nous offrons**:
Le lieu de travail de SITA est synonyme de diversité : de nombreux pays et cultures différents sont représentés dans notre personnel, et les collègues qui travaillent ici depuis des décennies collaborent avec ceux qui viennent de sortir de l'université et qui sont au début de leur carrière. SITA est un lieu de changement et d'amélioration constante, où nous nous efforçons toujours de trouver de meilleures façons de faire les choses : plus intelligentes, plus rapides, plus faciles, pour nous et nos clients, mais aussi pour leurs clients.
Et nous offrons toutes les bonnes choses auxquelles vous vous attendez, comme des vacances, des primes, des avantages flexibles, une politique médicale, un plan de pension et l'accès à une formation de niveau international.

**Bienvenue chez SITA**:
SITA est le premier spécialiste mondial des communications et des technologies de l'information dans le domaine du transport aérien. Nous ne nous contentons pas de connecter l'industrie aéronautique mondiale. Nous appliquons des décennies d'expérience et d'expertise pour répondre à la quasi-totalité des processus commerciaux, opérationnels, de gestion des bagages et des passagers du transport aérien.
Nous concevons, construisons et soutenons des solutions technologiques dans le but de faciliter le transport aérien à chaque étape. En tant qu'organisation, nous couvrons 95 % de toutes les destinations aériennes internationales et nous travaillons avec plus de 2 800 clients du transport aérien et des gouvernements aux quatre coins du monde. Êtes-vous prêt à explorer les possibilités qui s'offrent à vous?

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