Job Description

Scope & General Job Purpose:

To provide Airbus Africa and Middle East customers a repair and spares support while ensuring that an excellent standard of service and a high level of customer service satisfaction is achieved and maintained at all times.

Responsibilities

• Answers customer inquiries/communications by email and telephone related to repairs & spares services
• Handling of customer complaints
• Receives, processes and verifies the accuracy of customer repair and purchase orders in accordance with SSC, OEM Spares & Flat Rate Repair Catalogue and the organization quality norms and procedures
• Creates Service Notification/Repair Order, Maintenance Order via company's internal systems (SAP)
• Provides Repair Cost Estimation against customer repair orders
• Repair cost approval follow ups and monitoring to ensure the guaranteed the Shop Processing Time (SPT)
• Administration of Warranties, Loan, Exchange, Scrap replacement, return as is, NFF, Rouge Units
• Creates Shipping documents (Delivery Note/Packing List/Delivery Advice) to be provided to the forwarder.
• Responsible for creating SAP manual, focal point for any SAP related issue
• Adheres to all corporate policies, guidelines and statutory requirements
• Provides back-up support to other group members in the performance of job duties as required
• Performs other related duties as assigned by Management and/or Department Head
• AOG Duty - 24/7 availability (as per given schedule)

Key Performance Measures

• Work with the team and other department members to produce effective customer support strategies, procedures and methods
• Contributes to the development and maintenance of standards, policies and procedures regarding customer support to achieve a flexible and responsive team, which can support the demands of the customer

Profile

• At least 2 years’ experience in a similar position, aviation and/or logistics background would be considered as an advantage
• Outstanding customer service skills
• Excellent working knowledge of MS Office (Word, Excel and PowerPoint)
• Excellent communication skills, both written and oral in English o Process, detail and result oriented with problem solving skills o Takes initiative, proactive
• Ability to work independently with a sense of accountability
• Familiar with import and export procedures/ forms and documentation

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 Africa and Middle East FZE

Contract Type
Permanent Contract / CDI / Unbefristet / Contrato indefinido

Experience Level
Professional / Expérimenté(e) / Professionell / Profesional

Job Family
Customer Account and Service Management

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected].

Skills Required

• Communication
• Customer Service
• Aviation
• Microsoft Excel