Customer Support Officer N-FP (12 months Fixed Term Contract)

Job Description:

The jobholder, as Customer Support Officer, is part of Airbus Flight Operations Services and part of the support team belonging to Skywise, customer experience department.

He/She is responsible for the support of Flight Operations Solution N-Flight Planning (N-FP) delivered to the operators.

Primary support activities will include Skywise N-Flight Planning with scope extending to additional products in line with business needs.

The Customer Support Officer is the customers champion and represents their voice into the organization. They are responsible for providing a Second level of Support to Skywise customers and will have regular contact including resolving queries through the Skywise support system (telephone, chat, forums & tickets).

The Customer Support Officer will also at times provide training to customers on both the products and use of the support system. This training is typically provided through webinars.

The Customer Support Officer role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.

The successful candidate is expected to be able to work with minimal supervision, and be fully competent in the execution of the position’s required duties.

A team player who likes problem solving, has good communication skills and is passionate about Aviation.

Previous experience as a Dispatcher/Pilot/ Airport Staff or a strong Aviation background is highly recommended.

This role is working on a shift pattern including weekends and bank holidays on a rotational basis.

Primary Responsibilities

• Act as the main point of customer contact for all products in scope through the Skywise Support Portal.
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s. 
• Troubleshoot queries through all available tools to try to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined operating procedures.
• Work closely with and assist the Product, Development, Technical Operations and other departments within Skywise to resolve customer issues and improve customer satisfaction.
• Monitor customer satisfaction and build loyalty by providing excellent customer service.
• Other duties reasonably determined from time to time by the Company

Secondary Responsibilities

• Develop basic knowledge on other products in the Skywise suite.
• Complete all training assigned.
• Ensure Quality and Health & Safety is always maintained.

Personal & Interpersonal Skills

• Team: Able to work as a team member with the other members of the shift
• Resilience: Able to handle work under pressure (under SLA time constraint, complex operation situations)
• Analytical: Ability to investigate complex topics
• Communication: Able to exchange in a clear manner with other team members and management on issues at hand
• Proactivity: initiate autonomously actions when issues are raised
• Speak-up: Autonomously seek guidance and help in a blocking situation
• Learning: Ability to learn on-the-job and re-apply knowledge on future tickets. 
• Positive Mindset

Qualification & Professional skills

• Degree in Information Technology or equivalent
• Good analytical and troubleshooting skills
• Self-motivated, proactive, self-discipline and a service mindset
• Independent, patient and willingness to learn
• Ability to organize and manage multiple priorities
• Good team player and able to work independently
• Possess good attitude
• Ability to work under pressure
• Strong written/verbal communication skills in English
• Working knowledge of airline operations (Dispatcher or Airline Ops role)
• Flexibility in working hours (work 12:00-22:15ICT)
• Min 2 year relevant experience
• Pilot license/Dispatcher experience
• Familiar with Google Workspace and associated programs
• Familiar with usage of a Helpdesk ticketing tool
• Experience with of N-Flight Planning

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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