Job Description:[English Version]Responsibilities:Being the customer relationship point of contact for the regional CCs, acting as an intermediary and ensuring that the customer&39;s needs are addressed and dealt with from end to end.Working for customer satisfaction, through actions that promote op
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Profissional de Administração de Suporte ao Cliente (CSM)

Airbus • 
Itajubá, International, International
Position Type: Permanent
Job Description:

Job Description:

[English Version]

Responsibilities:

  • Being the customer relationship point of contact for the regional CCs, acting as an intermediary and ensuring that the customer&39;s needs are addressed and dealt with from end to end.
  • Working for customer satisfaction, through actions that promote operational availability.
  • Developing and executing CSM strategies, with the aim of increasing proximity, conducting customer support activities in line with corporate strategy and objectives.
  • Monitoring the results of customer satisfaction surveys, focus groups and other sources of feedback (identifying points for improvement, trends and opportunities in support), defining and stimulating action plans with stakeholders.
  • Carrying out in-depth analysis of regional satisfaction results, success and points for improvement, creating a regional database to ensure segmentation of customers, problems and anticipatory actions.
  • Propose projects and actions to improve customer success and experiences with Airbus.
  • Follow and monitor KPIs (region and CCs), alerting and anticipating alignment performance versus established targets.
  • Monitor escalations in the region for problem resolution.
  • Support local teams in operational communication.
  • Apply Airbus Helicopters policy.

Requirements:

  • Higher education completed.
  • Fluent communication skills in Portuguese (verbal, writing and reading).
  • Advanced English.
  • French desirable.
  • Solid experience in customer relations and after-sales of materials and services.
  • Familiarity with military customer relations desirable.
  • Ability to use Salesforce as a customer relationship management tool.
  • Knowledge of aircraft maintenance and operation desirable.
  • Knowledge of Airbus Helicopters programs desirable.
  • Basic knowledge of aircraft technical publications.
  • Willingness to travel.

Benefits:

  • Medical and dental assistance
  • Food vouchers
  • Lunch in the in-house restaurant
  • Chartered transportation
  • Transport voucher
  • Differentiated life insurance
  • Payroll loan
  • PPR
  • Airbus share purchase program
  • Partnerships with pharmacies, schools, universities, gyms, among others


Place of work: Itajubá / MG

Hours: Monday to Friday from 7 a.m. to 5:09 p.m. 

What you&39;ll find here:

  • A company with the Top Employers seal (recognizing excellence in people management policies and practices).
  • Dynamic, collaborative and innovative work environment.
  • Challenging projects that broaden your horizons and knowledge.
  • Opportunity for growth and development, being the protagonist of your career.
  • Possibility of mobility within the Airbus Group.

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[Versão em Português]

Responsabilidades:

  • Ser o ponto de contato de relacionamento no cliente para os CCs regionais, atuando como intermediador e assegurando que as necessidades do cliente sejam abordadas e tratadas de ponta a ponta.
  • Trabalhar pela satisfação do cliente, por meio de ações que promovam a disponibilidade operacional.
  • Desenvolver e executar estratégias de CSM, com o objetivo de aumentar a proximidade, conduzindo as atividades de suporte ao cliente de acordo com a estratégia e objetivos corporativos
  • Acompanhar os resultados de pesquisas de satisfação do cliente, grupos de foco e outras fontes de feedbacks (identificando pontos de melhoria, tendências e oportunidades no suporte), definindo e estimulando planos de ação junto às partes interessadas.
  • Realizar análises aprofundadas dos resultados regionais de satisfação, sucesso e pontos de melhoria, criando um banco de dados regional para garantir a segmentação de clientes, problemas e ações de antecipação.
  • Propor projetos e ações para melhorar o sucesso e as experiências dos clientes com a Airbus.
  • Seguir e acompanhar os KPIs (região e CCs), alertando e antecipando o desempenho do alinhamento versus metas estabelecidas.
  • Monitorar os escalonamentos na região para solução de problemas.
  • Apoiar as equipes locais na comunicação operacional.
  • Aplicar a política da Airbus Helicopters.

Requisitos:

  • Ensino Superior Completo.
  • Fluência na comunicação em português (verbal, escrita e leitura).
  • Inglês avançado.
  • Desejável francês.
  • Sólida experiência em relacionamento com o cliente e pós-vendas de materiais e serviços.
  • Desejável familiaridade com relacionamento com cliente militar.
  • Capacidade de usar o Salesforce como ferramenta de gerenciamento de relacionamento com o cliente.
  • Desejável conhecimento sobre manutenção e operação de aeronaves.
  • Desejável conhecimento sobre Programas da Airbus Helicopters.
  • Noções básicas de publicação técnica de aeronaves.
  • Disponibilidade para viagens.

Benefícios:

  • Assistência médica e odontológica
  • Vale alimentação
  • Almoço no restaurante interno
  • Transporte fretado
  • Vale transporte
  • Seguro de vida diferenciado
  • Empréstimo consignado​
  • PPR
  • Programa de compra de ações da Airbus
  • Parcerias com farmácias, escolas, universidades, academia, entre outros

Local de trabalho: Itajubá / MG

Horário: Segunda a sexta das 7hr às 17:09hr 

O que você encontrará por aqui:

  • Empresa com selo Top Employers (reconhecimento da excelência de políticas e práticas em gestão de pessoas).
  • Ambiente de trabalho dinâmico, colaborativo e inovador.
  • Projetos desafiadores que ampliam seus horizontes e conhecimentos.
  • Oportunidade de crescimento e desenvolvimento, sendo o protagonista da sua carreira.
  • Possibilidade de mobilidade dentro do Grupo Airbus.

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:

Helicopteros do Brasil S/A - Helibras

Contract Type:

Permanent

Experience Level:

Professional

Job Family:

Customer Account and Service Management

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 emsom&64;airbus.com.

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.

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