Customer Operations Lead Specialist

SITA; Frankfurt (Oder); Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A global technology provider in Frankfurt (Oder) seeks a Customer Operations Lead Specialist to enhance customer satisfaction and oversee service delivery. The ideal candidate will have 4-7 years of customer management experience, strong communication skills, and proficiency in CRM systems. This role emphasizes exceptional customer service and collaboration across teams to ensure operational success. Fluency in English and native German proficiency are essential for this position.

Qualifikationen

• 4-7 years of experience in customer management and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.

Aufgaben

• Oversee the delivery and technical performance of services.
• Perform regular customer service reviews.
• Develop customer intimacy and share knowledge across functions.
• Maintain a deep understanding of the company's products and services.
• Strive to deliver exceptional customer service.

Kenntnisse

Communication

Customer Success Excellence

Problem Solving

Coordination & Time Management

Adaptability

Conflict Management

Collaboration

ITIL

Fluent English & Native German Speaker

Tools

CRM systems

Data Analytics

Jobbeschreibung

Overview

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting‑edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

PURPOSE

A Customer Operations Lead Specialist proactively manages the performance of the customer contract post‑delivery by defining and executing a customer operation success plan. Being part of the customer‑facing account team, the role of the Customer Operation Lead Specialist is to support all aspects related to the performance of the support models towards delivering the customer commitments, providing proactive analysis insights into customer operations and ensuring customer satisfaction.

KEY RESPONSIBILITIES

• Working hand in hand with the customer‑facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in the executive reviews and plans.
• Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated for all back‑office functions.
• Maintain a deep understanding of the company's products and services to provide accurate support.
• Stay updated on product updates, features and common issues to assist customers effectively and ensure customers are kept at the latest level of release.
• Identify and manage customer change requests.
• Identify and escalation technical issues requiring higher‑level support or specialized teams. Follow up with customers to ensure their issues are resolved and satisfaction is achieved. Collaborate with other departments to resolve customer issues and share feedback with the customer‑facing team.
• Strive to deliver exceptional customer service ensuring a positive experience for every interaction.
• Supervise and manage the change management and problem management processes.
• Foster a collaborative and productive team environment by having a leadership mindset.
• Resolve conflicts fairly and constructively.
• Align objectives and resources with the responsible manager.
• Assign tasks based on individual strengths and workloads.
• Ensure clear and transparent communication with stakeholders.
• Make informed decisions balancing team needs and business objectives.

Qualifications

EXPERIENCE

• 4‑7 years of experience in customer management and working with customer‑facing teams.
• Hands‑on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.
• Experience coordinating across departments and managing stakeholder communications. Experience in resource planning and decision‑making at the team level.
• ATI knowledge & experience is nice to have.

KNOWLEDGE & SKILLS

Functional Skills

• Communication
• Customer Success Excellence
• Problem Solving
• Coordination & Time Management
• Adaptability
• Conflict Management
• Collaboration
• ITIL
• Fluent English & Native German Speaker

Technical Skills

• Knowledge of Products / Services
• Customer Relationship Management Tools
• Data Analytics