Job title : Customer Support Manager - Lanseria
Job Location : Gauteng,
Deadline : December 11, 2024
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Main Roles and Responsibilities: Responsible for after sales support and customer satisfaction (run customer satisfaction surveys) Responsible for rendering and efficient service to customer requests and responds to all customer queries within a reasonable time. Support and overview of S&S activities Contribute toward the preparation of tender bids, simple and complex offer. Offer and contract negotiation and execution management Enhance aviation safety in the region and build customer loyalty Responsible for all customer quotations (repairs, spares, overhaul, standard exchange, technical assistance, CAMO). Achieve annual OP revenue targets. Contract execution and strict follow-up. Sell spares and lead order until deliver to the customer. Ensure growth in Support and Services (S&S) business within the allocated customer base, including minor inspections, retrofits, upgrades capture at AZA base. Regular information toward the customer of any S&S product updates. Promotion of Safety Enhancers. Monitor Turnover results and margins, AOG, customer complaints and action plan resolutions. Limit Overdues. Responsible for marketing AZA customer support services within the customer population. Build a solid network within operators. Monthly visits to customers and regular customer meetings. Collect intelligence within main stakeholders, in relation to Helicopters and S&S. Propose concrete marketing actions. Maintain record of all customer visits and correspondence and validation of the customer visit plan with the CDM, within 7 days after conclusion of the visit. Ensuring that the Sales Force database is populated with relevant helicopter and customer information, queries and complaints. Providing optimum quality service which is responsive, flexible, cost effective and on-time.
Competencies: Capability to manage a team of Customer Support Administrators. Customer relationship management. Autonomy and initiatives for customer satisfaction, availability to travel. Excellent interpersonal skills, negotiation skills and conflict resolution skills. Display emotional resilience and the ability to withstand pressure on an on-going basis. Uses sound judgement to make good decisions based on information gathered and analysed. Plans and organizes tasks and work responsibilities to achieve objectives Excellent written and verbal communication skills.
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