Senior Analyst-Customer Service

2 weeks ago

Bengaluru, Karnataka, India RTX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Date Posted:

Country:

India

Location:

North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka

Position Role Type:

Unspecified

Who We Are
At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That's why we work with an explorer's heart and a perfectionist's grit to design, build, and service the world's most advanced aircraft engines. We do this across the portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.
 

Your objectives as a Customer Experience Center Agent

Under the leadership of the Customer Experience Center Manager, you will be the first respondent of customer queries within our multi-site Customer Experience Center.  You will be directly responsible for helping customers navigate our numerous Aftermarket commercial services, online and offline.  You will be reviewing the customer issues in detail and provide resolutions efficiently. You will need to develop deep relationships with the various internal teams (Technical Publications, Commercial Claims, Engine Rental, Spares parts, Accounts Receivables, etc..) with the objective of resolving customer queries holistically. You will also be participating in continuous improvement projects and conducting change management activities frequently.

What are our expectations?
Our Customer Experience Center is a key channel for serving our customer worldwide. The experience we offer our customers has a direct impact on their ability to conduct their business. Your ability to handle customer queries professionally will ensure Pratt and Whitney's leadership position.

What You Will Do:

  • Participate in establishing a best-in-class Customer Experience Center in multiple time zones.
  • Review customer issues reported through email, CRM and other means.  Troubleshoot issues and document the associated actions accordingly.
  • Participate in Customer Experience Center data gathering activities and make recommendations to improve service levels.

Qualifications You Must Have:

  • 2-4 years of experience in a multi-site Call Center, Contact Center, Customer support teams, preferably in the aerospace industry.
  • 1-2 years managing continuous improvement projects related to customer service.
  • Natural sense of authentic listening with customer and colleagues.
  • Relentless focus on customer and a clear sense of urgency.
  • Able to ask meaningful probing questions during troubleshooting sessions.
  • Strong understanding of the aviation ecosystem and vocabulary.
  • English spoken and written is key (French is an asset).
  • Bachelor's degree required.

What We Offer:

Long-term deferred compensation programs
Daycare for young children
Advancement programs to enhance education skills
Flexible work schedules
Leadership and training programs
Comprehensive benefits, savings, and pension plans
Financial support for parental leave
Reward programs for outstanding work

Field of study

Business Administration, Customer Service, Commerce, Management, Communications, Sales and Marketing.
 

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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