Analyst-Customer Service - North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka  560064

Date Posted:

2024-02-15

Country:

India

Location:

North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka  560064

Position Role Type:

Unspecified

Who We Are
At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.
 

Your objectives as a Customer Experience Center Agent

Under the leadership of the Customer Experience Center Manager, you will be the first respondent of customer queries within our multi-site Customer Experience Center.  You will be directly responsible for helping customers navigate our numerous Aftermarket commercial services, online and offline.  You will be reviewing the customer issues in detail and provide resolutions efficiently. You will need to develop deep relationships with the various internal teams (Technical Publications, Commercial Claims, Engine Rental, Spares parts, Accounts Receivables, etc..) with the objective of resolving customer queries holistically. You will also be participating in continuous improvement projects and conducting change management activities frequently.

What are our expectations?
Our Customer Experience Center is a key channel for serving our customer worldwide. The experience we offer our customers has a direct impact on their ability to conduct their business. Your ability to handle customer queries professionally will ensure Pratt and Whitney’s leadership position.

What your day to day will look like

• Participate in establishing a best-in-class Customer Experience Center in multiple time zones.
• Review customer issues reported through email, CRM and other means.  Troubleshoot issues and document the associated actions accordingly.
• Participate in Customer Experience Center data gathering activities and make recommendations to improve service levels.

The tools you need to be successful:

• 0-2 years of experience in a multi-site Call Center, Contact Center, Customer support teams, preferably in the aerospace industry.
• 1-2 years managing continuous improvement projects related to customer service.
• Natural sense of authentic listening with customer and colleagues.
• Relentless focus on customer and a clear sense of urgency.
• Abe to ask meaningful probing questions during troubleshooting sessions.
• Strong understanding of the aviation ecosystem and vocabulary.
• English spoken and written is key (French is an asset).
• Bachelor’s degree (an asset).

Field of study

Business Administration, Customer Service, Commerce, Management, Communications, Sales and Marketing.

What we offer:

• Long-term deferred compensation programs.
• Daycare for young children.
• Advancement programs to enhance education skills.
• Flexible work schedules.
• Leadership and training programs.
• Comprehensive benefits, savings and pension plans.
• Financial support for parental leave.
• Reward programs for outstanding work.
   

Diversity, Equity & Inclusion
The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. P&WC is an equal opportunities employer, seeking to promote diversity and inclusion. We will consider applications from all qualified candidates, regardless of their race, color, religion, sexual orientation, gender, nationality, age, disability, veteran status or any other status protected by law.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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