WELCOME TO SITA

PURPOSE

KEY RESPONSIBILITIES

• Working hand in hand with the customer facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
• Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated for all back-office functions.
• Maintain a deep understanding of the company’s products and services to provide accurate support.
• Stay updated on product updates features and common issues to assist customers effectively and ensure customer is kept at latest level of release
• Identify and manage customer change requests.
• Identify and escalate technical issues requiring higher-level support or specialized teams.
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved
• Collaborate with other departments to resolve customer issues and share feedback with the customer-facing team
• Strive to deliver exceptional customer service ensuring a positive experience for every interaction
• Supervise and manage the change management and problem management processes Team Lead (optional)
• Foster a collaborative and productive team environment.
• Resolve conflicts fairly and constructively.
• Align objectives and resources with the manager responsible.
• Assign tasks based on individual strengths and workloads.
• Ensure clear and transparent communication

EXPERIENCE

• 4-7 years of experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.
• Experience coordinating across departments and managing stakeholder communications.
• Experience in resource planning and decision-making at the team level.

CORE COMPETENCIES

• Strong communicator
• Relationship management
• Aviation technology background desirable
• Customer Advocate
• Trusted Advisory

EDUCATION & QUALIFICATIONS

• A bachelor's degree in a relevant field such as Business Administration Information Technology Customer Service Management or another related discipline. Equivalent work experience may also be considered in lieu of formal education.
• ITIL (Information Technology Infrastructure Library) certification for change and problem management processes.
• Leadership certifications or training in management (e.g. Certified Team Leader or similar) for team lead responsibilities would be an advantage.

WHAT WE OFFER