Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Health Insurance
Employee assistance program
Flexible work schedule
remote work options
Professional Development
competitive benefits
Paid Time Off
Job Description
SITA is a global leader in providing innovative technology solutions and communication services that keep airports operational, airlines running efficiently, and borders secure. Serving 95 percent of international airports worldwide and partnering with over 2,500 transportation and government clients, SITA plays a crucial role in powering the global air travel industry. The company is recognized as a Great Place to Work by its employees and maintains a strong commitment to creating an empowering, supportive, and inspiring workplace culture across its many locations. At SITA, employees are encouraged to grow professionally and contribute meaningfully to aviation technology advancements that impact the... Show More
Job Requirements
- Bachelor’s degree in relevant discipline
- 4-7 years experience in B2B customer-facing technology roles
- Experience in ITIL-based service management
- Experience with incident, change, and problem management processes
- Skills in stakeholder communication and presentations
- Hands-on CRM and ticketing system experience
- Strong customer service and conflict management skills
- Proficient in English
- Data analysis experience preferred
- Aviation technology experience advantageous
Job Qualifications
- A bachelor’s degree in a relevant field such as Business Administration, Information Technology, Customer Service Management, or another related discipline
- 4-7 years’ experience in working in B2B customer-facing roles related to technology services
- Experience in working in ITIL-based Service Management with exposure to incident, change and problem management processes
- Experience in timely coordination and collaboration across multiple departments and managing stakeholder communications including presentation skills
- Hands-on experience with CRM systems and familiarity with ticketing systems
- Customer focused mindset with solid skills in conflict management, critical thinking and adaptability with the changing circumstances
- Good command of English language skills
- Experience in performing data analysis is a definite advantage
- Experience with technology services for the aviation industry is a plus
Job Duties
- 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 customers are kept at the 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
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
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