Customer Support Manager

3 months ago


Dubai, United Arab Emirates Precision Hire Solution Full time
Description duposte

CSM is responsible for overallrelationship and customer support topics associated to dedicatednumber of customer accounts assigned to them. CSMs are the firstlevel escalation to all customer complaints; they are the customeradvocate within Safran Cabin Services.

TheCSM monitor and measure spare and repair management through backlogalignment work closely with airline purchasing departments toensure order books are reconciled frequently.

CSMs are responsible for managing customer satisfaction by means ofinternal and external performance scorecards and indicators. CSMwill perform onsite customer visits across their customer basethroughout North & South America Europe Middle East AfricaAsia Pacific as applicable.

CSM typicallyreports to the Customer Support Director or Snr Customer SupportManager

Descriptioncomplmentaire
  • Responsiblefor achieving customer satisfaction which is measured throughAirframer & InternalScorecards
  • Building new and developing longlasting relationships with customers
  • Operate asthe focal point for any and all matters specific to theircustomers
  • Taking ownership of customers issuesand following problems through toresolution
  • Responsible for keeping accuraterecords and document customer support actions and discussionswithin CRM platform
  • Perform onsite customermeetings as required ie Program Review Meetings (PRM) TechnicalReview Meeting (TRM) and Executive Review Meetings (ERM)etc.
  • Generate post visit reports and manageactions and commitments through tocompletion
  • Generate Key Performance Indicators(KPIs)
  • Analyze data to identify trends andareas of improvements
  • Serve as the focal forperformance claims: coordinate with warranty teams to validateclaim data negotiate settlement with customer trackclaims
  • Review monitor and distributecustomer(s) backlog reports taking actions to prevent latedeliveries.
  • Support SCS Finance department inthe recovery of late AR helping finance with the right POCs andaddressing systemic/ repetitive issues for correctiveactions.
  • Awareness of customers internal issueswhich may inadvertently effect the Safran Cabin Servicesbusiness
  • Feedback information to Safran CabinService sales team on new sales opportunities and Program teams onat risk parts: PMA Owner OperatorParts
  • Aw
Exigences du poste

Proficient with MSProject competent with MS Office programs Excellent communicationskills both verbal and written. Ability to build and maintaineffective relationships leadership skills organizational skillsability to analyze & summarize information financialacumen.

Spcificit dutravail

Up to50%


Safran est un groupeinternational de haute technologie oprant dans les domaines delaronautique (propulsion quipements et intrieurs) de lespace et dela dfense. Sa mission : contribuer durablement un monde plus sr ole transport arien devient toujours plus respectueux delenvironnement plus confortable et plus accessible. Implant surtous les continents le Groupe emploie 92 000 collaborateurs pour unchiffre daffaires de 232 milliards deuros en 2023 et occupe seul ouen partenariat des positions de premier plan mondial ou europen surses marchs. Safran sengage dans des programmes de recherche etdveloppement qui prservent les priorits environnementales de safeuille de route dinnovation technologique.
Safran estla 1re entreprise du secteur aronautique et dfense du classementWorlds Best Companies 2023 du magazine TIME.

Safran Aerosystems conoit des solutions de haute technologie quioptimisent la performance des aronefs et la scurit des vols. Numro1 mondial des systmes dvacuation durgence et des systmes oxygnepour lquipage Safran Aerosystems est galement un acteur majeur dessystmes carburant et fluides.


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Suprieure 5 ansThis job has been sourced from anexternal job board.
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