Job Description

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Airbus is seeking a highly motivated and customer-focused Digital Representative to play a key role in the success of the Airbus Customer Support Africa mission. This role is integral to our Digital Services organisation, ensuring seamless delivery of digital solutions and exceptional customer experience. This role is embedded in the newly created Customer Support Center located in Johannesburg, SOUTH AFRICA.
The Digital Representative will work in close collaboration with various stakeholders across multiple departments especially with the Innovation and Digital Solutions organisation and the stakeholders in the region to address customer challenges and drive business success.
The successful candidate will demonstrate a strong sense of ownership, excellent communication skills, and in-depth hands-on knowledge of Airbus' products and digital solutions. As the voice of the customer to Airbus and vice-versa, you will be pivotal in ensuring customer satisfaction and contributing to the overall goals of the Digital Transformation initiative.
Your mission:
As a Digital Representative at Airbus, you will have the opportunity to make a significant impact on our customers' digital transformation journey and contribute to sage and sustainable operations on the African continent.
You will work in a dynamic and collaborative environment, shaping the future of aerospace technology and ensuring that our customers receive the highest level of support and service and be part of a global team that is pushing the boundaries of innovation and customer satisfaction.
Main Responsibilities:

• Upskilling Missions:

Airline Operations Support with hands-on technical expertise to deploy upskilling missions on our digital solutions for our African customers.

• Regional Event Contribution:

Contribute to regional events, conducting refreshers and TechBars to ensure the level of knowledge and autonomy of our customers. Ensure that the customer's voice is heard and their needs are addressed through in-service support discussions.

• Customer Experience Improvement:

Strive to enhance the customer experience for our entire portfolio of digital solutions. Build and maintain strong customer relationships, fostering customer intimacy throughout the product lifecycle.

• Customer Engagement & Support:

Serve as the main point of contact for customers, organizing and facilitating communication between customers, field service teams, the Customer Support Director, and the Customer Success Manager. Ensure that customer needs are met in a timely and effective manner.

• Customer Satisfaction & KPI Monitoring:

Monitor and track customer satisfaction metrics for the digital solutions. Ensure that customer KPIs are met and that digital support activities align with the customer's business objectives.

• Escalation Management:

Proactively manage customer escalations in coordination with central teams to resolve issues quickly and efficiently, minimizing impact to customer operations.

• Voice of the Customer:

Represent the customer's perspective in product development by providing valuable feedback to the product teams. Ensure alignment between Airbus teams and maintain a consistent voice to the customer.

• On-Site Customer Support:

Travel abroad for on-site customer support (approximately once per semester) to resolve complex issues on in-service digital solutions and provide hands-on assistance where needed.

• Cross-Functional Collaboration:

Work closely with various internal teams, including Sales, Marketing, Product Support teams, and Customer Relations, to ensure cohesive and efficient delivery of digital solutions. Collaborate with stakeholders to develop and maintain materials that support customer engagement.
Skills and Competencies:

• Proficient in leveraging advanced aviation and aerospace technologies to support business operations and enhance decision-making processes.
• Experience with aviation data management platforms, including industry-leading tools for Aircraft Maintenance, Fleet Monitoring and Flight Operation solutions.
• Proven experience in a customer-facing role, ideally in digital solutions, product support, or customer service.
• Experience working in aviation safety, engineering, or airline operations is a plus.
• Strong understanding of the software product development cycle, digital solutions portfolio, and customer requirements.
• Strong understanding of digital solutions, services, and related technologies (multi-tier / multi-tenant architecture, cloud based software as a service).
• Proficiency in managing customer relationships and technical support activities (ITIL based service management).
• Exceptional verbal and written communication skills, with the ability to engage with stakeholders at all levels of the organization, including executives, operational managers, and technical teams.
• Capable of translating complex technical concepts into clear, actionable information for customers.
• Ability to anticipate and proactively address customer challenges, managing escalations and minimizing disruptions to customer operations.
• Quick thinking and lateral problem-solving abilities are essential.
• Strong teamwork skills, with the ability to work cross-functionally and coordinate a team of agents responsible for customer requests.
• Leadership experience in supervising support activities and managing relationships with internal and external stakeholders.

Above all, the excitement, curiosity, and passion for shaping the future of the aviation ecosystem through digital technology solutions and a customer obsessed mindset will ensure success in this role.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.
Company: Airbus Southern Africa (Pty) Limited
Employment Type: Permanent
Experience Level: Professional
Job Family: Digital
JF-IM-DI
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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to .
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Skills Required