Senior Analyst - Customer Service

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 3-5 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.
• Ability 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).

Work Location: Bangalore

Travel: No travel requirement

Employment Type: Full-time

Required to work on the EST shift (4:30 PM to 1:30 AM)

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

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.