Customer Service Specialist
Astana, Kazakhstan
5 дней назад


As a Customer Service Specialist , you will manage the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to customers.

You will lead the customer interactions on all service-related issues and orchestrate actions in SITA to ensure they are addressed speedily and effectively.

The world is changing. Are you ready to define with future of travel with us?

What you will do :

  • Provide ITIL-compliant service management to assigned customer
  • Manage any Service Level Agreements (SLAs) for assigned customers and ensure that all contracted / agreed service levels are met for each element of the services delivered
  • Manage all customer requests for service promptly and professionally
  • Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades
  • Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans.
  • Comply with Company standards, ITIL processes and practices as defined in the Customer Governance, including :
  • Actively use the intranet CSM Knowledge Base to share key customer documents as required - -Provide service reports to customers and line management
  • Proactively seek improvements and innovations in the services delivered by SITA
  • Seek feedback from the customer, agree and own customers' Continual Service Improvement Plans (CSIPs)
  • Lead Operation Review Board, Service Performance Review, or any other service-related customer meeting in line with contractual obligations and Company standards
  • Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
  • Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers, and line management
  • Manage other client service staff assigned to support the customer(s)
  • Review the monthly revenue and ensure that all related services are correctly billed
  • Provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and / or associated internal and external costs.
  • Who you are :

  • Understanding of network fundamentals
  • 2 years or more experience in a related role, delivering IT services to internal or external customers
  • 1 year or more management experience in a customer-facing environment.
  • Experience in Airline / Air Transport industry : desirable
  • Experience of working in a matrix management environment is desirable, ideally multi-cultural
  • Experience in working successfully in a process-oriented environment
  • Experience in continuous service improvement methods is desirable
  • Fluent spoken / written English
  • Organizational knowledge and sensitivity
  • Service Management process knowledge (ITIL Service Support & Service Delivery)
  • Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems
  • Ability to build relationships with peers and management levels both with clients and the company management
  • Knowledge and understanding of IT, network and communication protocols
  • Network technologies knowledge (VLANs, Routing protocols, ACLs).
  • 2012 Server Service knowledge (AD, GPOs, DNS, DHCP, DFS, MSCS, IIS).
  • DBMS (Microsoft) basic architecture knowledge, and the ability to read / write SQL Scripts are desirable.
  • Ability to support, troubleshoot, analyze and investigate in a multi-vendor environment.
  • Ability to analyze, draw conclusions and create solutions to customers' moderately complex problems.
  • What we offer

    SITA’s workplace is all about diversity : many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers.

    SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things : smarter, quicker, and easier, for us and our customers and for their customers too.

    And we offer all the good stuff you’d expect like holidays, bonuses, flexible benefits, medical policy, pension plan and access to world-class learning.

    Welcome to SITA

    SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry.

    We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

    We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe.

    Are you ready to explore the opportunities?

    In case of issues with uploading your CV or accessing the application system, please contact us careers


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