RTX

17 hours ago

Senior Analyst- Customer Service

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Last checked: 17 hours agoStatus: Live

Job Summary

Serve as the first point of contact for customer queries in a multi-site Customer Experience Center. Help customers navigate RTX/Pratt & Whitney aftermarket services (online and offline) by reviewing issues, troubleshooting, and documenting resolutions. Partner cross-functionally with teams such as Technical Publications, Commercial Claims, Engine Rental, Spares Parts, and Accounts Receivables. Support continuous improvement and data-gathering activities to enhance service levels across time zones.

Location: Bengaluru

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Respond to customer queries as the first contact within a multi-site Customer Experience Center under the Customer Experience Center Manager.
•Help customers navigate Aftermarket commercial services, both online and offline, by reviewing issues in detail and providing efficient resolutions.
•Review and troubleshoot customer issues reported through email, CRM, and other means, and document associated actions.
•Participate in Customer Experience Center data-gathering activities and recommend improvements to service levels.
•Develop relationships with internal teams (e.g., Technical Publications, Commercial Claims, Engine Rental, Spares Parts, Accounts Receivables) and support continuous improvement/change management activities.

Key Requirements

•Bachelor’s degree with 2-5 years of experience in a multi-site call center/contact center or customer support team, preferably in the aerospace industry.
•1-2 years managing continuous improvement projects related to customer service.
•Strong listening skills with customers and colleagues.
•Ability to focus on customers with a clear sense of urgency.
•Ability to ask meaningful probing questions during troubleshooting; English spoken and written required (French is an asset).

Experience:2-5 yearsAerospaceContact centerCustomer support

Education:Bachelor's in Business Administration, Customer Service, Commerce, Management, Communications, Sales and Marketing

Skills:ListeningCustomer focusUrgencyTroubleshootingCommunication

Languages:EnglishFrench

Tech Stack:EmailCRM

Company Brief

RTX

Designs, manufactures, and services aerospace and defense systems, including aircraft engines, avionics, aerostructures, missiles, and cybersecurity solutions for commercial, military, and government customers worldwide.

Industry: Aerospace Manufacturing

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Arlington, United States

Founded: 2020

Website

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RTX