Customer Resolution Specialist

Airbus; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

An international aerospace company seeks a Customer Resolution Specialist in Dubai to provide top-class support for aircraft spare parts while managing customer relationships. The ideal candidate will have a degree in Business or a related field and proven experience in customer service, ideally within the aerospace sector. Strong communication skills are essential, with fluency in English required. This position offers a unique opportunity for professional growth and involvement in digital solutions to enhance customer satisfaction.

Benefits

Flexible working arrangements

International work experience

Career development opportunities

Qualifications

• Proven experience in customer service, account management, or supply chain logistics, preferably in aerospace.
• Education to degree level or equivalent in relevant fields.
• Strong written and verbal communication skills, fluent in English.

Responsibilities

• Provide reliable world-class customer support regarding aircraft spare parts.
• Manage customer-specific open order book proactively.
• Resolve complex customer queries and drive customer satisfaction.

Skills

Stakeholder management

Customer orientation

Analytical mindset

Organizational skills

Education

Degree in Business, Supply Chain, Aviation Management

Tools

SAP

Freshdesk

Standard office applications

Job description

Job Title

VIE 2026-UAE-Customer Resolution Specialist-H/F (Open)

Reporting to

Head of Customer Resolution Services Region

The Volunteer for International Experience (VIE) is a unique international program sponsored by the French Ministry of Economy Finance and Employment open to Airbus to offer young professionals the opportunity to have valuable paid work experience abroad in a technical or business function.

The VIE is a specific contract under Business Frances eligibility criteria.

VIE Main Requirements

• European Union citizens (plus Norway Iceland Liechtenstein and Monaco) graduates up to and including 28 years old
• Have fulfilled military obligations for their country if any
• For more information: English German Italian and Spanish)

The contract duration of VIE is 24 months.

Job Opportunity – Customer Resolution Specialist at Satair

You will join the Customer Resolution Services Team in United Arab Emirates in Dubai to provide reliable world-class support and manage aircraft spare parts requirements in accordance with Satairs values processes and global strategies.

In this role you will act as the voice of the customer driving satisfaction by providing high-quality responses to all spare parts requests and related services. You will contribute to a high-performing cross-functional environment focused on operational excellence and the implementation of digital solutions to enhance the customer journey.

Tasks & accountabilities

Mission

• Provide reliable world class customer support and handling of aircraft spare parts requirements in accordance with SATAIRs values processes goals and strategies.
• Hear customer voice and drive customer satisfaction by providing high quality responses to all customer related requests for spare parts and related services.
• Continuous contribution to greater efficiency related to this position.

Primary responsibilities

• Participate in and contribute to a high performing Customer Resolution Services Team.
• Participate in and contribute to a high performing cross functional Customer Account Support Team.
• Responsible and proactive management of the customer specific open order book.
• Build and maintain strong customer satisfaction through industry leading quick response times as well as qualified responses to all customer requests and inquiries.
• Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations claims and orders in accordance with our KPIs.
• Maintenance of customer records.
• Support organisation in securing on-time material delivery to meet customer expectations.
• Positively participate in the promotion of cross and up-selling strategies towards growth accounts.
• Train and Support our customers in using our e-commerce platforms (SATAIR Market/Airbus Spares Portal).
• Strong engagement in implementation of digital solutions and involvement in trouble shooting from customer & system user perspective.
• Participate in back-up arrangements in support of absence by other Customer Resolution Specialists.
• Strong capability in stakeholder management especially in terms of handling of customer complex queries and addressing pain points.

Secondary responsibilities

• Participate in external key customer meetings as per agreement with the Manager.
• Participate in customer coordination meetings as per agreement with the Manager.
• Participate in periodic functional and cross-functional activities (eg. projects meetings etc.) as per agreement with the Manager.
• Maintenance and development of the customer service quality level.
• Directly contribute to the increase in customer satisfaction and enhance internal and external communication related to customer material order performance.
• In addition to an assigned portfolio of customers which may change assist other account teams and regions as workload and work distribution priorities demand proactively and as per agreement with Manager.

General expectations

• Comply with SATAIRs mission values quality systems standard operating procedures and ISO manual.
• Comply with SATAIRs guidelines on Ethics & Compliance.
• Comply with SATAIRs processes and procedures agreed per function.
• Keep immediate Functional Managers as well as the relevant Sales Manager/s informed about progress and status of agreed tasks as well as any critical problem areas.
• Identify efficiency improvement areas and offer suggestions to improve efficiency.
• Comment/advise on undesirable conditions within the organisation and propose potential solutions for improvements.
• Participate in occupational safety and health efforts.
• Contribute to a positive and inspiring working environment.
• Stay well-informed about the latest developments in SATAIRs business (Hub/mail/meetings).
• Keeping good quality in one’s own work.
• Contribute towards a positive and inspiring working environment.
• Maintaining good relations with your manager and colleagues (in own and other departments).
• Continued development of detailed customer knowledge.
• Optimising service provided to all customers.
• Attending team and departmental meetings.
• Respecting and following the internal rules.

Required Competences

• Education: Educated to degree level (or equivalent) in Business Supply Chain Aviation Management or a related discipline.
• Experience: Proven experience in customer service account management or supply chain logistics preferably within the aerospace industry.

Knowledge, Skills and Demonstrated Capabilities

• Strong capability in stakeholder management and handling complex customer queries.
• Ability to work proactively in a high-performing cross-functional team environment.
• Strong organizational skills with a focus on Open Order Book health and First Qualified Response Time.
• Analytical mindset to identify and propose solutions for process improvements.

• Proactive customer oriented attitude and working style for internal stakeholders and customers.
• Proactively take initiatives to ensure customer satisfactionli>
• Ability to understand your customers to develop and propose creative solutions to issues.
• Self-starter and able to work without constant direction while administering your customer portfolio.
• Attention to detail.
• Ability and willingness to work in a fast-paced environment.
• Ability to and willingness to work under pressure.
• Good dispute resolution skills.
• Service minded structured flexible and cooperative.
• Superior communication skills.
• Intercultural understanding.
• Analytical skills.
• Ready for changes.

Technical Systems Proficiency

• Strong engagement with digital solutions and e-commerce platforms.
• Proficiency in standard office applications and ERP systems (e.g. SAP).

• Preferably two years or more customer service experience within a similar sized organisation.
• PC literacy including word processing spreadsheets and databases.
• Experience working with SAP and Freshdesk is an advantage.
• Shipping and/or aviation knowledge is an advantage.

Communication and Language Skills

• Excellent written and verbal communication skills with the ability to influence and convince.
• Fluency in English is required (additional languages are a plus).
• A customer-centric approach with a focus on hearing the customer voice.

Intitulé du poste : VIE 2026-UAE-Spécialiste Résolution Client-H/F (Ouvert)

Rattaché(e) à : Responsable Régional des Services de Résolution Client

Description du poste
Le Volontariat International en Entreprise (VIE) est un programme international unique soutenu par le Ministère français de l’Économie des Finances et de l’Emploi. Il permet à Airbus d’offrir à de jeunes professionnels l’opportunité d’acquérir une expérience professionnelle rémunérée à l’étranger dans des fonctions techniques ou commerciales.

Le VIE est un contrat spécifique soumis aux critères d’éligibilité de Business France.

Conditions principales du VIE

• Être ressortissant de l’Union Européenne (plus Norvège, Islande, Liechtenstein et Monaco) diplômé et âgé de 28 ans maximum.
• Avoir rempli ses obligations militaires dans son pays le cas échéant.

Pour plus d’informations : et durée du contrat VIE est comprise 24 mois.

Missions et Responsabilités

Mission Générale

• Fournir un support client fiable et gérer les besoins en pièces de rechange conformément aux objectifs de Satair.
• Se faire l’écho de la voix du client pour maximiser la satisfaction.
• Contribuer continuellement à l’amélioration de l’efficacité du poste.

Responsabilités Principales

• Gérer de manière proactive le carnet de commandes (Open Order Book) spécifique aux clients.
• Traiter les devis et les commandes (suivi des réclamations délais) en respectant les indicateurs clés de performance (KPI).
• Assurer la mise à jour des dossiers clients et soutenir l’organisation pour garantir les livraisons à temps (OTD).
• Participer activement à la promotion des stratégies de vente croisée (cross-selling) et de montée en gamme (up-selling).
• Former et accompagner les clients sur les plateformes de-commerce (Satair Market / Airbus Spares Portal).
• Simpliquer fortement dans le déploiement de solutions digitales et le dépannage système.
• Gérer les parties prenantes et résoudre les requêtes complexes ou les points de friction des clients.

Responsabilités Secondaires

• Participer aux réunions clients stratégiques et de coordination en accord avec le manager.
• Contribuer aux activités transversales (projets réunions fonctionnelles).
• Assurer le remplacement ponctuel d’autres spécialistes en cas d’absence.
• Optimiser le niveau de qualité de service et la communication interne/externe.
• Attentes Générales
• Respecter les directives d’Éthique & Conformité les procédures ISO et les standards opérationnels de Satair.
• Identifier les domaines d’amélioration et proposer des solutions concrètes.
• Contribuer à un environnement de travail positif inspirant et sécurisé.
• Maintenir d’excellentes relations avec sa hiérarchie et ses collègues.

Compétences Requises

Formation et Expérience

• Diplôme : Titulaire d’un diplôme de niveau Master (ou équivalent) en Commerce, Supply Chain, Gestion Aéronautique ou discipline connexe.
• Expérience : Une expérience avérée en service client gestion de comptes ou logistique (de préférence dans la aéronautique) est un atout majeur.

Soft Skills

• Capacité à travailler de manière autonome et proactive au sein d’une équipe transversale.
• Esprit analytique pour identifier et proposer des améliorations de processus.
• Attitude orientée client capable de proposer des créatives aux problèmes.
• Capacité à travailler sous pression dans un environnement au rythme soutenu.
• Excellentes compétences en résolution de litiges et sens du détail.
• Compréhension interculturelle et flexibilité face au changement.

Technical Skills

• Forte appétence pour les solutions digitales et le-commerce.
• Maîtrise des outils informatiques standards (Bureautique bases de données).
• La connaissance de SAP et Freshdesk est un avantage.
• Des connaissances en expédition ou en aviation sont un plus.

Langues et Communication

• Anglais : Niveau courant impératif (écrit et oral) avec une capacité à influencer et convaincre.
• Français : Excellentes capacités de communication (écrit et oral).
• Toute langue supplémentaire est un atout.

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

Employment Type

VIE VISC

Experience Level

Entry Level

Job Family

Material Support & services

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.

At Airbus we support you to work connect and collaborate more easily and flexibly. Wherever possible we foster flexible working arrangements to stimulate innovative thinking.

Required Experience: IC