Customer Service Specialist - Barcelona, España - SITA

Descripción

Overview

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

We are looking for a Customer Service Specialist to join our global Customer Service team in Barcelona. The Customer Service team works closely with the business to manage customers' satisfaction, ensure all customer feedback is addressed while improving and developing customer loyalty.

Reporting to the Customer Service Regional Manager, you will be a part of an international team responsible for customer service with regards to SITA For Aircraft portfolio of products and services in the European region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).

WHAT YOU WILL DO:

• Manage key Airlines, ANSPs and OEMs customers including large accounts
• Manage aircraft services connectivity's and applications by monitoring and ensuring the product performance delivered to the customer is meeting the contractual commitments and defined services levels
• Manage customer satisfaction surveys, continuous improvement plans and advise on corrective actions
• Work with customers to improve their aircraft operations by optimizing and expanding their use of SITA For Aircraft services
• Coordinate customer training needs for SITA For Aircraft products and services
• Manage and perform regular services reviews
• Manage and produce identified reporting to clients and internal teams, including trend analysis, and service improvement plan action tracking
• Participate in user workshops to validate customer requirements and to confirm specifications in cooperation with other expert teams
• Support commercial opportunities wherever required
• Travel to client sites for meetings, team meetings, and industry events

Qualifications

EXPERIENCE:

• Strong Communicator – you have excellent presentation skills, enjoy providing support & recommendations to clients and can represent SITA in front of customers and at large or senior level audiences
• Customer Focused
• Collaborative – you enjoy working on multi-country, multi-disciplinary, multi-cultural teams and projects.
• Problem Solver
• Organized – you are keen to maintain efficient documentation, and data integrity in all systems and client files
• At least 2-6 years of professional experience in the Technical Support domain (preferably in the Airline, Aviation or Telecommunications industry or Satellite communications)
• Fast Learner - Ability to learn fast and understand complex technologies, environment and services

NICE-TO-HAVE:

• Languages- Fluency in English. Any other language fluency such as Spanish or French will be a plus
• ITIL and Service Management practices and procedures
• Key technologies: Competent in Microsoft Office products, Excel advanced proficiency, messaging, on-line purchasing, and web-conferencing systems.

WHAT WE OFFER:

SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Flex-week: Work from home up to 2 days/week (depending on your Team's needs).

Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

Flex-location: Benefit for 30 working days from anywhere around the world each year

Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.