MRO Customer Service Supervisor

Customer Service Representative

Location: Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines

Position Role Type: Unspecified

The role involves:

• Assisting in generating department work instructions and guidelines.
• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Providing required reports to both internal and external customers.
• Maintaining and ensuring accuracy of internal reports and records (repair orders, quotations, and invoices).
• Following communication procedures, guidelines, and policies of the company.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Building and maintaining rapport with customers to become a trusted advisor and partner in supplier decisions.
• Informing other departments of order requirements and probable order risk.
• Contributing to team effort by accomplishing related results as needed.
• Providing accurate, valid, and complete information by using the right methods/tools.
• Meeting personal/customer service team targets (KPI).
• Performing other duties as required by departmental procedure.
• Recruiting, motivating, retaining, developing, and supervising an appropriately skilled team of Customer Service Analysts.
• Determining staff hours, number of personnel, and parts and/or equipment required for service inquiry.
• Communicating positively, professionally, and promptly with customers and internal functional groups.
• Addressing customer queries and complaints in a timely and professional manner.
• Coordinating the day-to-day activities of the department.
• Creating an environment where teamwork, empowerment, and trust are encouraged through coaching, performance measurement, and people development to meet the company goals and values.
• Driving improvements in service performance, as measured by customer satisfaction, operational measures, and productivity, by deploying best practices and ensuring appropriate measurement and monitoring is established.
• Generating a strong focus on customer retention and development, targeting and measuring team performance on business protection and growth.
• Driving continuous improvement in customer service process and standards as measured by Key Performance Indicators.
• Establishing and implementing continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered by the service center.
• Developing positive relationships with key internal and external customers and suppliers (e.g. sales and marketing, operations, MIS) in order to ensure that customer service targets are achieved.
• Ensuring proper utilization of resources to optimize productivity and minimize waste.
• Forecasting and managing the operating budget for the area of responsibility.
• Contributing to the work of other areas of the Customer Service group to ensure both functional and process goals are achieved.
• Ensuring that team members adhere to the customer service guidelines and company policies.
• Communicating with customers via phone calls and emails.
• Planning and implementing effective customer service strategies.
• Maintaining a record of all customer data.
• Directing any urgent or sensitive issues to the Customer Service Manager.
• Gathering feedback from customers on the services rendered.
• Preparing weekly, monthly, and annual team targets.
• Analyzing customer service reports and suggesting improvements.
• Preparing and assigning daily work schedules to the team members.

Qualifications:

• Bachelor's degree in Business Administration, Business Management, or a related field.
• 3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role.
• Excellent written and oral communication skills.
• Knowledge of customer service practices and guidelines.
• Good computer skills.
• Displaying a morally right and professional behavior.
• Having strong etiquettes when communicating with clients as well as the team.
• Good time management and organizational skills.
• Ability to handle stressful situations.
• A team player and having the ability to work collaboratively.

About Collins Aerospace:

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio, and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.

We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems, or creating a positive in-flight experience through reliable cabin pressure controls and quieter engines, Power & Controls focuses on delivering a best-in-class experience to our customers. We hire the top people in the industry. Their ideas drive our performance, and their integrity keeps our customers happy. Join us as we take flight!

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.