Customer Service Specialist

1 week ago

Montréal, Canada SITA Switzerland Sarl Full time

Overview:
As a **Customer Service Specialist**, you will be responsible for managing SITA FOR AIRCRAFT customers’ satisfaction. You will be in charge of performing the customer service and relationship management activities for SITA FOR AIRCRAFT products and services in the Americas region (addressing airlines, Air Navigation Service Providers, OEM and airports).

**What you will do**:

- Manage the overall customer relationship through regular service review meetings as per the plan of engagement defined for the respective customers;
- Analyze and monitor the performance of the service levels defined with the customer, ensuring targets are meet. When applicable, initiate and coordinate service improvement plan;
- Manage the customer satisfaction and ensure all customer feedback is addressed to improve and develop customer loyalty;
- Develop the customer relationship, knowing the customer use of SITA products and getting SITA recognition within the customer as an excellent and reliable partner and supplier;
- Ensure customer feedback and requirements are channelled back to SITA FOR AIRCRAFT relevant stakeholders (Product Managers, Operations, Engineering, Legal, Business Development teams, etc);
- Manage Customer Change Requests;
- Provide expert enquiry handling in coordination with the SITA FOR AIRCRAFT 24/7 Service desk, for non standard or complex service requests. When necessary, you will work with the support teams and external parties: airframe manufacturers and/or avionics vendors to address more complex situation;
- Maintain configuration profile and customer configuration data integrity;
- Coordinate and contribute to user workshops to validate customer requirements and to confirm technical specifications in cooperation with other expert teams.

Qualifications:
**Who you are**:

- 1-3 years of professional experience in the technical support domain preferably within the aeronautical industry (Technical Support, flight operation or engineering domain)
- Proven experience in multi-country, multi-disciplinary, multi-cultural organisations, or projects is a plus.
- Fluency in English and French.
- Analytic skills: ability to build and structure an analysis, manage trending, detect patterns;
- Ability to represent SITA FOR AIRCRAFT in front of customers;
- Good presentation and communication skills, both verbal and written;

**What we offer**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

**Welcome to SITA**
We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

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