Customer Service Manager DXB

Role overview

Tasks

• Act as the central customer service contact for complex daily operational issues and escalations; manage and develop customer relationships.
• Monitor customer contract costs and revenue, analyze profitability, ensure contract-compliant invoicing, and identify cross-selling and up-selling opportunities.
• Process customer complaints and ensure feedback is managed within the Quality Management System.
• Prepare and lead customer performance discussions using available reports and KPIs, coordinating with internal Lufthansa Technik interfaces.
• Act as key user for projects, processes, and interfaces; assist and instruct employees.
• Develop and implement customer-specific processes and maintain customer information systems and operational work information.
• Work with SAP, MAX-LRU, and Lufthansa Technik's CRM tool.

Requirements

• University or technical college degree; aviation background preferred.
• 3–5 years of relevant customer relations or client servicing experience; aviation, material management, technical customer service, or aircraft maintenance experience preferred.
• Experience in a multinational company and knowledge of economic principles and contexts.
• Fluent English; Arabic and/or German desirable.
• Strong service and customer orientation, sociability, computer skills including MS Office and SAP R/3, teamwork, and ability to guide employees.
• Creativity, flexibility, independent and systematic working, responsibility, self-initiative, openness to professional development, and ability to handle stress.
• Willingness to travel.

Benefits

• Flight privileges.
• Development programs and training options.
• Medical insurance.

About Lufthansa Technik