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.
**ABOUT THE ROLE & TEAM**
**PLEASE SUBMIT YOUR RESUME IN ENGLISH LANGUAGE**
As a Senior Customer Service representative, you will oversee customer relationships to ensure SITA meets service commitments, fulfill contractual obligations per ITIL standards, and advocate for customers. You will coordinate swift responses to service issues and collaborate with sales to support business retention, renewals, and service growth.
**WHAT YOU WILL DO**
- Deliver ITIL-compliant service management for assigned customers.
- Manage SLAs to meet contracted service levels and promptly address customer requests.
- Lead continual process improvements, recommending service upgrades.
- Proactively monitor services to identify improvements and mitigate risks.
- Ensure compliance with SGS standards and ITIL practices.
- Share key customer documents using the CSM Knowledge Base and provide regular service reports.
- Develop and manage Continual Service Improvement Plans (CSIPs) based on feedback.
- Lead service review meetings and oversee provider service quality.
- Act as the main operational contact, escalating issues as needed.
- Support revenue growth, accurate billing, and collaborate with sales on business opportunities.
Qualifications:
**ABOUT YOUR SKILLS**
- Bachelor's degree in IT, Telecom, or Business, or equivalent.
- 3+ years in IT service delivery to internal/external customers.
- 2+ years management experience in a customer-facing role, ideally working independently.
- 2+ years in the airline/air transport industry.
- Experience in matrix management, preferably in multicultural settings.
- Proven success in a process-oriented environment.
- Experience with continuous service improvement methods is desirable.
- SITA Service Management Certification Level 2 (ITIL Foundations).
- ITIL Service Management Certification per SGS standards.
- Additional SITA certifications as required (CIS, EUC, PSL, GSL, ASL) based on assignment scope.
**WHAT WE OFFER**
SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
**Flex** **Week**: Work from home up to 2 days/week (depending on your Team's needs).
- **Flex Day**: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
**Flex-Location**: Enjoy up to 30 workdays of benefits, anywhere in the world
**Employee Wellbeing**: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
**Professional Development**: Enhance your skills with our training platforms, inclusive of LinkedIn Learning
**Competitive Benefits**: Access competitive benefits tailored to the local market and your employment status.