Customer Support Specialist

Job Description:

The Customer Support Specialist will provide support for NAVBLUE products that are operationally critical to our customers.  Primary support activities will include NAVBLUE N-Ops & Crew (N-OC) and N-Crew Planning (PBS),  with scope extending to additional products in line with business needs. 

The Customer Support Specialist is the customers champion and represents their voice into the organization. They are responsible for providing a first class level of Support to Navblue customers and will have regular contact including resolving  queries through the NAVBLUE support system (telephone, chat, forums & tickets). 

When applicable and with advance notice, the Customer Support Specialist will also at times provide training to customers on both the products and use of the support system.  This training is typically provided through both webinars and on-site customer visits. 

The Customer Support Specialist role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution.  This will include working with Product Management, Production, Technical Support and Software Development. 

This role is working on a shift pattern including weekends and bank holidays on a rotational basis.

Main responsibilities :

• Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal. 

• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.

• Troubleshoot queries through all available tools to try to resolve queries without escalation to L3 teams, performing system changes where required and permitted through the defined operating procedures

• Provide feedback to Production Teams and Product Management on support trends, issues and any item impacting customer satisfaction.

• Work closely with Product on new releases of the applications including training on the release, notifying new customers, and assisting customers with any issues.

• Train on the applications and use the desktop and mobile versions to troubleshoot any customer issues or queries.

• Monitor customer satisfaction and build loyalty from customers by providing excellent customer service.

• Ensure Quality, good housekeeping & Health & Safety is always maintained. 

Required Skills/Experience: 

• Previous experience in a customer service role.

• Aviation industry experience including crew management/rostering, airline scheduling systems is desirable although comprehensive training will be provided

• Able to work to strict deadlines.

• Proven ability to multitask during high stress situations and prioritize work

• Strong analytical and problem-solving skills

• Able to think critically and take a proactive approach to identify problems, issues, and opportunities.

• Strong communication skills written/verbal communication, organizational and customer service skills

• A team player

• Adept at using and learning new software 

• Attention to detail & quality minded.

Additional knowledge in the below is beneficial:

• Understanding Hotel, Air and Ground Transportation requirements for Crew

• Understanding Crew duty and rest violations

• Understanding the relationship between crew details and flight operations such as crew qualifications/ training records and other information

• Understand the required daily reporting and tracking of crew and aircraft

• Understanding Irregular Operations (IROP) contingency plans

Qualifications:

• Educated to A level/ GCSE standard or equivalent.

• Geographical/ Aeronautical Knowledge beneficial but not essential.

Communication Skills: 

• Fluent in English

• Strong written/verbal communication, organizational and customer service skills 

Technical Systems Proficiency: 

• Strong computer skills: familiar with Google Workspace and associated programs. 

The working hours at NAVBLUE - Poland office, are:

Shift 1: 07:30 AM until 15:30 PM

Shift 2: 08:30 AM until 16:30 PM

Hybrid working - 3 days a week in the office. 

One weekend shift every 4 weeks on a work from home basis

Bank holidays on a work from home basis 

During the training period (approx. 2 months) you will be required to work standard hours Mon-Fri in the office. Once you have completed training you will be moved to the shift rotation where hybrid working can begin.

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We thank all applicants for applying. Only selected applicants will be contacted.

NAVBLUE is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

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.

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.

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