Customer Support Officer

6 months ago

กรงเทพมหานคร, Thailand Airbus Full time

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

He/She is responsible for the support, training and services of Flight Operations Solutions delivered to the operators.

Primary support activities will include NAVBLUE Nsight (Risk management: Flight Data Analysis) with scope extending to additional products in line with business needs.

Aviation industry experience including Airline Safety Management System, Flight Data Analysis (FDA) experience and safety background will be preferred.

**The key missions of the support team are**:

- Represent and relay customer experience
- Assist and support Flight Operations Solutions deployment
- Optimize customer satisfaction
- Contribute to Customer Services strategy

**Dimensions**

B. Subordinate employees: Not applicable
C. Subcontracted activities: Not applicable

**DUTIES & RESPONSIBILITIES**
- Represent and relay the customer experience within Customer Services:

- Ensures a good interface and communication with the customers
- Contributes to improving product quality by providing to the Support Leader the feedback of the customers
- Assist product Entry Into Service at Customers

When a customer intends to use any service or product delivered by the Flight Operations Solutions

organization, the jobholder carries out the following tasks:

- Provides the customer with all necessary support to ensure a successful EIS. - The support address following areas:

- Training
- Procedures and recommendations related to organization
- Operational procedures
- Security procedure assessment
- Provides change management support to customers
- Support the training of Level 1 Help Desk teams
- Daily support on Flight Operations Solutions Services and products operation

The jobholder carries out the following tasks:

- Set up and maintain the necessary means in order to provide the best level of service for customers
- Ensure a good and close relationship with Customers
- Correctly and rapidly analyzes the customer queries, assesses the severity of issues (for prioritization if needed) and provides the solution or transfers the case to the right people (level 3)
- Delivers an answer to a customer query in the timeframe and conditions described in Service Level Agreement(s)
- Applies the correct support procedures and proposes improvements

REQUIREMENT
- Degree/ Diploma In Information Technology or equivalent
- Airline SMS, FDA experience, safety background
- Min 2 year relevant experience
- 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
- Familiar with Google Workspace and associated programs
- Familiar with usage of a Helpdesk ticketing tool
- Working experience in airline operations
- AWS QuickSight knowledge

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.

**Company**:
Airbus Flight Operations Services Limited

**Employment Type**:
Permanent**Experience Level**:
Professional

**Job Family**:
Customer Eng.&Technical Support&Services

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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