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WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95 of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
ABOUT THE ROLE & TEAM:
The Senior Client Service Representative manages customer contract performance post-delivery, ensuring service quality and satisfaction. They support customer success plans and coordinate with account teams to monitor support performance. Acting as the customer advocate, they identify improvements and lead service-related interactions. The role aligns with ITIL practices, resolving issues efficiently while supporting retention and renewals. Daily collaboration spans across Field Services, Support, Sales, and other key teams.
What you will do:
- Execute and own the Customer Success Plan, ensuring alignment with SLAs and ITIL practices.
- Monitor service delivery performance and ensure contracted support levels are consistently met.
- Serve as the customer’s primary operational contact, coordinating internal actions for issue resolution.
- Conduct service reviews and provide detailed reporting to customers and internal stakeholders.
- Oversee change and problem management, including escalations and coordination with technical teams.
- Build strong customer relationships and share customer insights across internal functions.
- Stay up to date on SITA’s products and services to support optimal customer adoption and use.
- Drive continuous improvement by gathering customer feedback and engaging with product teams.
- Support billing accuracy, contract renewals, and upsell opportunities with account teams.
- Ensure smooth onboarding and long-term adoption for new customers.
Qualifications
About your skills:
- At least 5 years of experience in customer service
- Experience troubleshooting technical issues and working with customer-facing teams.
- Hands-on experience with CRM systems and familiarity with ticketing systems.
- Exposure to change management and problem management processes.
WHAT WE OFFER:
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
🏡 Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
⏰ Flex Day: Shape your workday to suit your life and your plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health – a personalized, proactive platform to support diverse wellbeing needs.
🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌 Competitive Benefits: Access competitive benefits tailored to the local spanet and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
