Customer Support Officer (N-Ops & Crew)

Job description

Job Description:

SUMMARY:

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.

The Flight Operations Solutions address Flight Ops, Ground Administration, and Flight Ops Monitoring applications.

Primary support activities will include NAVBLUE Operation Control N-OC (Operations Control and Daily Crewing) and N-Crew Product suit (Preferential Crew Bidding/Awarding, Line Bidding/Awarding and Equity Bidding/Awarding) 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 first class level of Support to Navblue customers and will have regular contact including resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).

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.

Responsibilities:

· 
Act as the main point of customer contact for all products in scope through the NAVBLUE 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 NAVBLUE to resolve customer issues and improve customer satisfaction.

· 
Develop basic knowledge on other products in the NAVBLUE suite.

· 
Complete all training assigned.

· 
Monitor customer satisfaction and build loyalty by providing excellent customer service.

· 
Ensure Quality and Health & Safety is always maintained.

Academic/Educational Requirements:

· 
Bachelor degree in Aeronautical Engineering, Information Technology or equivalent

· 
Aviation/Aeronautical knowledge

Required Skills/Experience:

· 
Aviation industry experience including crew management/rostering, airline scheduling systems

· 
Understanding Hotel, Air and Ground Transportation requirements for Crew

· 
Understanding Crew duty and rest violations

· 
Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information

· 
Understand the required daily reporting and tracking of crew and aircraft

· 
Understanding Irregular Operations (IROP) contingency plans

· 
Self-motivated, proactive, self-discipline and a service mindset

· 
Good team player and able to work independently

· 
Good team player and able to work independently

· 
Strong written/verbal communication skills in English

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

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Experience Level:
Professional

Job Family:
Customer Eng.&Technical Support&Services

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