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.
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
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.
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