Customer Service Manager DXB Customer Service Manager DXB

Lufthansa Technik; Dubai Emirate; On-site; AED 134,000 - 246,000; Full time

Benefits offered by this job

Medical Insurance

Flight privileges

Development programs / Training

Job summary

Lufthansa Technik in Dubai invites a skilled professional to join the Fulfillment team, acting as the central contact for complex daily operations and customer service issues. You will manage relationships, monitor costs, and analyze profitability across contracts in the Middle East & Africa region.

Fluency in English is required, Arabic and German are desirable, with 3–5 years in aviation-related customer service or material support.

Qualifications

• University or technical college degree, aviation background preferred.
• 3–5 years in customer relations or client servicing, ideally in aviation.
• Experience in a multinational company and good business sense.

Responsibilities

• Act as central contact within customer service for daily high-complexity operations and escalation.
• Manage customer relationships at operational level and drive ongoing development.
• Monitor costs and revenue on the relevant customer contract independently.

Skills

Customer service

Client relations

Cross-cultural comms

Team collaboration

Education

University/technical college degree (aviation background preferred)

Tools

MS-Office

SAP R/3

Job description

The sky’s the limit in Dubai - join our dynamic Fulfillment team and play a pivotal role in delivering excellence for the Aircraft Component Segment across the thriving Middle East and Africa region!

Tasks

• Central contact person within customer service for all issues of daily operational business of high complexity and escalation
• Manage the customer relationship at operational level and ensure its ongoing development
• Monitor costs and revenue on the relevant customer contract independently.
• Analyze profitability and ensure invoicing in line with customer contract
• Identify and manage revenue opportunities and realize cross- and up-selling potential within area of responsibility
• Processing and management of customer complaints; ensure feedback within LHT’s Quality Management System
• Prepare performance dialog with the customer and internal interfaces within LHT and lead it based on the available reports and KPIs
• Assume key user functionality for projects, processes and interfaces; Assist and instruct employees
• Develop and implement customer-specific special processes
• Ensure that customer information systems are well maintained and that operational customer service receives all necessary work information
• Work in and with various IT systems, such as SAP, MAX-LRU, LHT developed CRM tool

Benefits

• Medical Insurance
• Flight privileges
• Development programs / Training options

Requirements

• University or technical college degree preferably with aviation background
• 3-5 years relevant experience in a customer relations / client servicing role, preferably in the aviation industry, material management, technical customer service or maintenance of aircraft
• Experience of working in a multinational company
• Knowledge of economic principles and contexts
• Fluent in English, Arabic and/or German desirable
• Very high service and customer orientation, sociable
• Good computer skills (MS-Office, SAP R / 3)
• Ability to work within teams
• Ability to guide employees
• Creativity / innovative thinking
• High degree of flexibility
• Independent and systematic working within a rapidly changing environment
• Responsibility and self-initiative
• Openness for professional development
• Ability to handle stress
• Willing to travel