Home
/
Comprehensive
/
Senior Analyst-Customer Service
Senior Analyst-Customer Service-March 2024
Bangalore
Mar 28, 2026
About Senior Analyst-Customer Service

  Date Posted:

  2024-01-19

  Country:

  India

  Location:

  North Gate Business Park Sy.No 2/1, and Sy.No 2/2, KIAL Road, Venkatala Village, Chowdeshwari Layout, Yelahanka, Bangalore, Karnataka 560064

  Position Role Type:

  Unspecified

  Who We Are At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.

  Your objectives as a Customer Experience Center Manager

  Under the leadership of the India Capability Center, you will be the focal point for our multi-site Customer Experience Center. You will be directly responsible for our team of agents who are helping customers navigate our numerous Aftermarket commercial services, online and offline. You will be the first escalation point for our team and will need to tackle complex cases as they arise. 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 responsible for driving continuous improvement projects and leading 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 lead the team to outstanding results will ensure Pratt and Whitney’s leadership position.

  What your day to day will look like

  Participate in establishing the Customer Experience Center strategy and lead its deployment.

  Support Customer Experience Center day-to-day operations by leading various coordination meetings and escalating issues as required.

  Provides support for service-related problems to customer who consume aftermarket commercial services or digital products.

  Acts as liaison between the Customer Experience Center and various supporting organization.

  Participate in Customer Experience Center monthly Operational Reviews and make strategic recommendations to improve service levels.

  Execute the department’s administrative functions, including staffing and employee work schedules and talent development.

  Supports in preparing presentations for executive reviews.

  The tools you need to be successful:

  3-5 years of experience in a multi-site Call Center, Contact Center, Customer support teams, preferably in the aerospace industry.

  3-5 years of experience managing a group of agents (call, emails, chat).

  2-4 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.

  Able to manage complex projects with several stakeholders from different departments.

  Able to drive change management and implement new systems and processes.

  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.

  What we offer:

  Long-term deferred compensation programs

  Daycare for young children

  Advancement programs to enhance education skills.

  Flexible work schedules

  Leadership and training programs

  Comprehensive benefits, savings and pension plans

  Financial support for parental leave

  Reward programs for outstanding work

  Diversity, Equity & Inclusion The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. P&WC is an equal opportunities employer, seeking to promote diversity and inclusion. We will consider applications from all qualified candidates, regardless of their race, color, religion, sexual orientation, gender, nationality, age, disability, veteran status or any other status protected by law.

  RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

  Privacy Policy and Terms:

  Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms

  Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Comments
Welcome to zdrecruit comments! Please keep conversations courteous and on-topic. To fosterproductive and respectful conversations, you may see comments from our Community Managers.
Sign up to post
Sort by
Show More Comments
SIMILAR JOBS
Communications Writer
DLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, natio
Infrastructure Engineer - Incident Response (Split Shift Sat-Wed)
Job Number 23212917 Job Category Information Technology Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States Schedule Full-Time Located Remotely? Y Relocation?
Senior Maintenance Mechanic - Dallas, TX
Senior Maintenance Mechanic - Dallas, TX Date: Feb 6, 2024 Location(s): Dallas, US, 75241 Company: NextEra Energy Requisition ID: 77825 participates in pipeline infrastructure development, constructi
Field Service Technician - Dallas, TX
Field Service Technician - Dallas, TX Location:United States/Field based City/State:Dallas, TX Job Code:8449 of Openings:1Description GLORY OFFERS 401k plan with company nonelective contribution and
Line Truck Driver
Line Truck Driver Job Details Job Location Lockeford - Lockeford, CA Position Type Full Time Salary Range $22.00 - $25.00 Hourly WHAT YOU’LL BE DOING The Class A Line Truck Driver is a key position a
ServiceNow Product Manager, Custom Business Applications - Remote
Business Title: ServiceNow Product Manager, Custom Business Applications - Remote Requisition Number: 108712 - 20 Function: Business Support Services Area of Interest: State: CT City: Stamford Descri
Web Solutions Engineering Manager, gTech Users and Products
Minimum qualifications: Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience. 10 years of experience building Web Apps including database components. 2
Supervisor - Premium - Citizens Bank Park - Suites
Job Description As a Food Service Worker, you?ll assist with food prep, portioning meals, and serving our loyal customers. With guidance from your manager, you?ll learn on the job and make great conn
Senior Cloud Operations Engineer
Senior Cloud Operations Engineer Job Category: Engineering & Cloud Location: Australia - Sydney Copying... ...
Physician - Hematology Oncology
Details Specialty: Hematology/Oncology Schedule: Monday to Friday Call Schedule: 1:4.5, regional call group Practice Detail: EMR System: Athena Facility: Ascension St. Vincent Hospital Anderson Locat
Copyright 2023-2026 - www.zdrecruit.com All Rights Reserved