Digital Representative - Customer Services

Airbus; Johannesburg; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading aerospace firm based in Johannesburg is seeking a highly motivated Digital Representative to ensure exceptional customer support and drive digital transformation. The ideal candidate will have experience in customer service, strong communication skills, and the ability to manage customer relationships effectively. This permanent role offers the opportunity to make a significant impact on customers' digital journeys and requires occasional travel for on-site support.

Qualifications

• Proven experience in a customer-facing role, ideally in digital solutions.
• Strong understanding of the software product development cycle.
• Ability to anticipate and proactively address customer challenges.

Responsibilities

• Serve as the main point of contact for customers to ensure satisfaction.
• Monitor customer satisfaction metrics and align activities with objectives.
• Travel abroad for on-site support to resolve complex issues.

Skills

Customer-focused mindset

Advanced aviation technologies

Experience with aviation data management

Exceptional communication skills

Problem-solving abilities

Job description

Overview

Airbus is seeking a highly motivated and customer-focused Digital Representative to play a key role in the Airbus Customer Support Africa mission. This role is integral to our Digital Services organisation, ensuring seamless delivery of digital solutions and exceptional customer experience. This role is embedded in the newly created Customer Support Center located in Johannesburg, SOUTH AFRICA.

The Digital Representative will work in close collaboration with stakeholders across multiple departments, especially with the Innovation and Digital Solutions organisation and regional stakeholders, to address customer challenges and drive business success. The successful candidate will demonstrate a strong sense of ownership, excellent communication skills, and in-depth hands-on knowledge of Airbus products and digital solutions. As the voice of the customer to Airbus and vice-versa, you will be pivotal in ensuring customer satisfaction and contributing to the Digital Transformation initiative.

Your mission: As a Digital Representative at Airbus, you will have the opportunity to make a significant impact on our customers’ digital transformation journey and contribute to safe and sustainable operations on the African continent. You will work in a dynamic and collaborative environment, shaping the future of aerospace technology and ensuring that our customers receive the highest level of support and service as part of a global team that pushes the boundaries of innovation and customer satisfaction.

Main Responsibilities

• Upskilling Missions: Airline Operations Support with hands-on technical expertise to deploy upskilling missions on our digital solutions for our African customers.
• Regional Event Contribution: Contribute to regional events, conducting refreshers and TechBars to ensure knowledge and autonomy of our customers; ensure that the customer voice is heard and needs are addressed through in-service support discussions.
• Customer Experience Improvement: Strive to enhance the customer experience for our digital solutions; build and maintain strong customer relationships throughout the product lifecycle.
• Customer Engagement & Support: Serve as the main point of contact for customers, organizing and facilitating communication between customers, field service teams, the Customer Support Director, and the Customer Success Manager; ensure customer needs are met in a timely and effective manner.
• Customer Satisfaction & KPI Monitoring: Monitor customer satisfaction metrics and ensure KPIs are met; align digital support activities with customer business objectives.
• Escalation Management: Proactively manage customer escalations in coordination with central teams to resolve issues quickly and minimize impact on operations.
• Voice of the Customer: Represent the customer’s perspective in product development by providing feedback to product teams; maintain alignment between Airbus teams and a consistent customer voice.
• On-Site Customer Support: Travel abroad for on-site support (approximately once per semester) to resolve complex issues on in-service digital solutions and provide hands-on assistance where needed.
• Cross-Functional Collaboration: Work with internal teams including Sales, Marketing, Product Support, and Customer Relations to ensure cohesive delivery of digital solutions; develop and maintain materials that support customer engagement.

Skills and Competencies

• Proficient in leveraging advanced aviation and aerospace technologies to support business operations and decision-making.
• Experience with aviation data management platforms, including tools for Aircraft Maintenance, Fleet Monitoring, and Flight Operation solutions.
• Proven experience in a customer-facing role, ideally in digital solutions, product support, or customer service.
• Experience in aviation safety, engineering, or airline operations is a plus.
• Strong understanding of the software product development cycle, digital solutions portfolio, and customer requirements.
• Strong understanding of digital solutions, services, and related technologies (multi-tier / multi-tenant architecture, cloud-based software as a service).
• Proficiency in managing customer relationships and technical support activities (ITIL-based service management).
• Exceptional verbal and written communication skills, with the ability to engage with stakeholders at all levels of the organization, including executives, operational managers, and technical teams.
• Ability to translate complex technical concepts into clear, actionable information for customers.
• Ability to anticipate and proactively address customer challenges, manage escalations, and minimize disruptions to operations.
• Quick thinking and lateral problem-solving abilities; strong teamwork and cross-functional collaboration skills.
• Leadership experience in supervising support activities and managing relationships with internal and external stakeholders.

Above all, excitement, curiosity, and a passion for shaping the future of the aviation ecosystem through digital technology solutions and a customer-obsessed mindset will contribute to success in this role.

This job requires awareness of potential compliance risks and a commitment to act with integrity as the foundation for the Company’s success and sustainable growth.

Company & Employment

Company: Airbus Southern Africa (Pty) Limited

Employment Type: Permanent

Experience Level: Professional

Job Family: Digital

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 committed to equal opportunities for all and will never ask for monetary exchange in the frame of a recruitment process. Any impersonation should be reported to [e-mail].

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