Customer Operations Specialist

SITA; Barcelona; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in air travel technology is seeking a Senior Associate Customer Success Specialist in Barcelona. This role focuses on ensuring customer success through effective service management and relationship building. Candidates should have a strong background in IT services and experience in the airline industry. Join a diverse team committed to innovation and customer satisfaction, with flexible working options and professional development opportunities.

Servicios

Flex Week: Work from home up to 2 days/week

Flex Day: Customize your workday

Flex-Location: Work from anywhere for up to 30 days/year

24/7 Employee Assistance Program (EAP)

Professional Development through training platforms

Formación

• 3+ years of experience delivering IT services to customers.
• 1+ year of management experience in a customer-facing environment.
• Experience in the Airline / Air Transport industry.

Responsabilidades

• Manage customer requests for service promptly and professionally.
• Analyze problematic situations and implement solutions.
• Proactively monitor SITA customer services.

Conocimientos

Business Process Improvement

Effective Communication

Customer Service

Educación

Bachelor's degree in IT, Telecom, Business, or equivalent

SITA Service Management Certification (ITIL Foundations)

ITIL Service Management Certification as per SGS standards

Descripción del empleo

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

At SITA, we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them on SITA Service Management solutions that will help our customers achieve their business goals, objectives, and outcomes.

As a Senior Associate Customer Success Specialist, your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role is to build a relationship of trust with customers, anticipate needs, and act with agility and flexibility in any situation that may arise.

KEY RESPONSIBILITIES

1. Act as a point of contact and manage all customer requests for service promptly and professionally.
2. Analyze problematic situations and occurrences, and implement solutions.
3. Identify risk areas and escalate operational issues as required.
4. Act as the operational point of contact for Customers, Users, Service Providers, and line management, proactively monitoring SITA customer services.
5. Review the monthly CSM revenue and ensure that all CSM related services are correctly billed.

Qualifications

EXPERIENCE

• Overall 3+ years of experience, with 2 or more years in a related role delivering IT services to internal or external customers.
• At least 1 year of management experience in a customer-facing environment; working independently is desirable.
• Experience in the Airline / Air Transport industry.

NICE TO HAVE

• Experience working in a matrix management environment, ideally multicultural.
• Experience in a process-oriented environment.
• Knowledge of continuous service improvement methods is desirable.
• Knowledge of French and German languages.

PROFESSION COMPETENCIES

• Business Process Improvement
• Communicating for Impact
• Crisis Management
• Customer Service
• Partnering for Clients' Success
• Products and Services

CORE COMPETENCIES

• Adhering to Principles & Values
• Effective Communication
• Customer Focus
• Developing Talent
• Impact & Influence
• Leading Execution
• Managing Performance
• Results Orientation
• Teamwork

EDUCATION & QUALIFICATIONS

• Bachelor's degree in IT, Telecom, Business, or equivalent.
• SITA Service Management Certification (ITIL Foundations).
• ITIL Service Management Certification as per SGS standards.
• Specific certifications and in-house education may be required depending on customer solutions.

WHAT WE OFFER

We're committed to diversity. Operating in 200 countries and speaking 60 languages and cultures, we foster an inclusive environment. Our offices are comfortable and fun, with options to work from home. Join us and take a step closer to your best life.

Flex Week: Work from home up to 2 days/week (depending on team needs).

Flex Day: Make your workday suit your life and plans.

Flex-Location: Up to 30 days/year to work from anywhere in the world.

Employee Wellbeing: Includes 24/7 Employee Assistance Program (EAP), Champion Health platform, and more.

Professional Development through training platforms like LinkedIn Learning.

Competitive benefits tailored to local markets and employment status.

SITA is an Equal Opportunity Employer. We encourage women, aboriginal people, visible minorities, and persons with disabilities to apply and self-identify in the application process.

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