Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,000.00 - $100,000.00
Work Schedule
Standard Hours
Flexible
Benefits
Flexible work schedule
Work from home
Flexible location
Employee assistance program
Professional Development
competitive benefits
inclusive work environment
Job Description
SITA is a global leader in the air travel industry, dedicated to keeping airports moving, airlines operating efficiently, and borders open through innovative technology and communication solutions. With presence in 95 percent of international airports and partnerships with over 2,500 transportation and government clients, SITA delivers cutting-edge technology tailored to meet the unique challenges of the global air transport sector. The company prides itself on fostering an inclusive and supportive work environment, recognized as a Great Place to Work by its employees and certified in many of its locations worldwide. SITA places strong emphasis on diversity and inclusion, operating in... Show More
Job Requirements
- Bachelor's degree in a relevant field such as business administration, information technology or customer service management
- 4-7 years of experience in B2B customer-facing roles related to technology services
- knowledge of ITIL-based service management processes including incident, change and problem management
- proven ability to coordinate and collaborate across multiple departments
- strong communication and presentation skills
- experience with CRM and ticketing systems
- customer oriented mindset with excellent conflict management and critical thinking skills
- proficiency in English
- data analysis skills preferred
- experience in aviation technology services 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 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
- Work 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
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