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AIRBUS : CUSTOMER RESOLUTION SPECIALIST (H/F)

Poste
Volontariat International en Entreprise (V.I.E) (24 mois)
Localisation
Dubai, Émirats Arabes Unis

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Missions

A vacancy for a Customer Resolution Specialist has arisen within Satair. You will join the Customer Resolution Services Team in United Arab Emirates in Dubai to provide reliable, world-class support and manage aircraft spare parts requirements in accordance with Satair’s values, processes, and global strategies.

In this role, you will act as the "voice of the customer, " driving satisfaction by providing high-quality responses to all spare parts requests and related services. You will contribute to a high-performing, cross-functional environment focused on operational excellence and the implementation of digital solutions to enhance the customer journey.

Tasks & accountabilities

Mission
  • Provide reliable world class customer support and handling of aircraft spareparts requirements in accordance with SATAIR’s values, processes, goals, and strategies.
  • Hear customer voice and drive customer satisfaction by providing high qualityresponses to all customer related requests for spare parts and relatedservices.
  • Continuous contribution to greater efficiency related to this position.
Primary responsibilities
  • Participate in and contribute to a high performing Customer Resolution
Services Team● Participate in and contribute to a high performing cross functional CustomerAccount Support Team● Responsible and proactive management of the customer specific open orderbook● Build and maintain strong customer satisfaction through industry leadingquick response times as well as qualified responses to all customer requestsand inquiries● Handle quotations and customer orders pertaining to SATAIR productsincluding timely follow up on quotations, claims and orders in accordance withour KPI’s● Maintenance of customer records● Support organisation in securing on-time material delivery to meet customerexpectations● Positively participate in the promotion of cross and up-selling strategiestowards growth accounts● Train and Support our customers in using our e-commerce platforms(SATAIR Market/Airbus Spares Portal) ● Strong engagement in implementation of digital solutions and involvement introuble shooting from customer & system user perspective.● Participate in back-up arrangements in support of absence by otherCustomer Resolution Specialists● Strong capability in stakeholder management especially in terms of handlingof customer complex queries, and addressing pain points.

Secondary responsibilities
  • Participate in external key customer meetings as per agreement with the
Manager● Participate in customer coordination meetings as per agreement with theManager● Participate in periodic functional and cross-functional activities (eg. projects, meetings etc.) as per agreement with the Manager● Maintenance and development of the customer service quality level● Directly contribute to the increase in customer satisfaction and enhanceinternal and external communication related to customer material orderperformance● In addition to an assigned portfolio of customers, which may change, assistother account teams and regions as workload and work distribution prioritiesdemand proactively and as per agreement with Manager.

General expectations
  • Comply with SATAIR’s mission, values, quality systems, standard operating
procedures and ISO manual● Comply with SATAIR’s guidelines on Ethics & Compliance● Comply with SATAIR’s processes and procedures agreed per function● Keep immediate Functional Managers as well as the relevant SalesManager/s informed about progress and status of agreed tasks as well asany critical problem areas● Identify efficiency improvement areas and offer suggestions to improveefficiency● Comment/advise on undesirable conditions within the organisation, andpropose potential solutions for improvements● Participate in occupational safety and health efforts● Contribute to a positive and inspiring working environment● Stay well-informed about the latest developments in SATAIR’s business(Hub/mail/meetings) ● Keeping good quality in one’s own work● Contribute towards a positive and inspiring working environment● Maintaining good relations with your manager and colleagues (in own andother departments) ● Continued development of detailed customer knowledge● Optimising service provided to all customers● Attending team and departmental meetings● Respecting and following the internal rules

Profil recherché

Knowledge, Skills, and Demonstrated Capabilities:

Strong capability in stakeholder management and handling complex customer queries.

Ability to work proactively in a high-performing, cross-functional team environment.

Strong organizational skills with a focus on "Open Order Book" health and First Qualified Response Time.

Analytical mindset to identify and propose solutions for process improvements.
  • Proactive, customer oriented attitude and working style for internalstakeholders and customers● Proactively take initiatives to ensure customer satisfaction● Ability to understand your customers to develop and propose creativesolutions to issues● Self-starter and able to work without constant direction while administeringyour customer portfolio● Attention to detail● Ability and willingness to work in a fast-paced environment● Ability to and willingness to work under pressure● Good dispute resolution skills● Service minded, structured, flexible and cooperative● Superior communication skills● Intercultural understanding● Analytical skills● Ready for changes
Technical Systems Proficiency:

Strong engagement with digital solutions and e-commerce platforms.

Proficiency in standard office applications and ERP systems (e.g., SAP) .
  • Preferably two years or more customer service experience within a similar
sized organisation● PC literacy, including word processing, spreadsheets and databases● Experience working with SAP and Freshdesk is an advantage● Shipping and/or aviation knowledge is an advantage

Communication and Language Skills:

Excellent written and verbal communication skills with the ability to influence and convince.

Fluency in English is required (additional languages are a plus) .

A customer-centric approach with a focus on "hearing the customer voice."
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