Senior Analyst- Customer Service

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Who We Are:

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

Customer Service Senior Analyst Contact Center

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 You Will Do:

• 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.

Qualifications You Must Have:

• Bachelor’s degree with 2-5 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).
• Field of study
• Business Administration, Customer Service, Commerce, Management, Communications, Sales and Marketing.

Location: Bengaluru
Hybrid Model

Shift: EST (4:30 PM to 1:30 AM)

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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