Customer Operations Analyst
St-Laurent, QC HS, CAN
1d ago


We’re looking for a detail-oriented Customer Operations Analyst with a passion for amazing customer service to join our growing Operations Team.

Reporting into the Operations Lead and working across Operations and Customer Service, you’ll be responsible for managing key processes end-to-end and as well as dealing with prospective and existing customers by phone and email.

You’ll need to understand our product inside out and build relationships with our customers to understand their needs. This role is an excellent opportunity to further develop your career in aviation maintenance.

About you

  • 3-5 years experience in Customer Service and / or Operations (ideally within the aviation industry).
  • You have a bachelor’s degree in a relevant field, with a strong academic performance
  • You delight in solving problems for customers, going above and beyond to treat customers fairly, and leave them feeling valued
  • You enjoy interacting with customers on a daily basis, both over the phone and by email
  • You love to get involved be it in solving a specific issue for a customer at a point in time, or driving changes through to help us make our service better
  • You bring a team-first attitude
  • You are looking for a well-rounded role that will allow you to manage end-to-end operational processes
  • You are focused on efficiency and operational excellence and constantly look for opportunities to automate and improve
  • You have a can do attitude and a problem-solving mentality
  • You have a rigorous attention to detail
  • You have excellent analytical and numerical skills
  • You have experience in a customer or client-facing environment
  • You are proficient in MS Office suite, especially MS Excel
  • You are keen to learn and develop with the business in an ever-changing environment
  • You are willing to ask questions and challenge the status quo
  • You can work in a fast-paced environment with autonomy
  • You have an interest in aviation and working for a dynamic and challenging team
  • Responsibilities

  • Monitor and manage maintenance compliance and customer service to meet established service levels
  • Maintain and report on established customer metrics and service levels; review and audit monthly customer service level reports
  • Provide regular comprehensive, data-driven reporting for all assigned customer accounts
  • Act as the dedicated point-of-contact for assigned customers; manage customer requests and issues - answering questions, handling objections, providing advice, and keeping customers engaged in the service
  • Understand supported customer flight operations and maintenance requirements in order to provide effective solutions and track issues to successful resolution
  • Ability to review and analyze data, taking necessary action(s) to ensure customer service levels are satisfied
  • Utilize and assist in developing standards, processes, procedures and documentation to support quality and service goals
  • Adopt a data-driven approach to making decisions, analyzing issues and developing solutions
  • Advocate for customers by capturing and acting on customer feedback and feature requests
  • Develop and manage project activities based on customer needs to ensure the milestones and objectives are being met
  • Coordinate with internal team members, as necessary to ensure that customer service levels are being met
  • Monitor overall customer support performance and satisfaction; propose and implement action plans with relevant stakeholders to improve and / or sustain performance
  • Serve as support for various projects and / or activities that will drive efficiencies, operational scale, and technology and / or process enhancements
  • An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


    Licenses & Certifications

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form