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, helping customers navigate Aftermarket commercial services across online and offline channels. Review and troubleshoot customer issues received via email and CRM, document actions, and resolve requests efficiently. Partner with internal teams such as Technical Publications and Commercial Claims, participate in customer experience data gathering, and support continuous improvement and change-management activities.

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 respondent within a multi-site Customer Experience Center.
•Help customers navigate Aftermarket commercial services (online and offline) and resolve issues efficiently.
•Review customer issues reported via email, CRM, and other means; troubleshoot and document actions accordingly.
•Develop relationships with internal teams (e.g., Technical Publications, Commercial Claims, Engine Rental, Spares parts, Accounts Receivables) to resolve queries holistically.
•Participate in customer experience data gathering and 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 teams, preferably in the aerospace industry.
•1-2 years managing continuous improvement projects related to customer service.
•Ability to listen authentically to customers and colleagues, with a relentless focus on customer needs and urgency.
•Ability to ask meaningful probing questions during troubleshooting sessions.
•Strong understanding of the aviation ecosystem and vocabulary; English spoken and written is required (French is an asset).

Experience:2-5 yearsAerospaceCall centerContact centerCustomer supportAftermarket

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

Skills:Authentic listeningTroubleshootingContinuous improvementChange managementCustomer focus

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