Job Description:

Job title:  VIE 2026-UAE-Customer Resolution Specialist-H/F (Open)

Reporting to: Head of Customer Resolution Services Region

The Volunteer for International Experience (VIE) is a unique international program sponsored by the French Ministry of Economy, Finance and Employment, open to Airbus to offer young professionals the opportunity to have valuable paid work experience abroad in a technical or business function.

The VIE is a specific contract, under Business France’s eligibility criteria.

VIE Main Requirements:

• European Union citizens (plus Norway, Iceland, Liechtenstein, and Monaco), graduates up to and including 28 years old

• Have fulfilled military obligations for their country, if any

For more information: http://www.civiweb.com/international/default.html 

and  https://mon-vie-via.businessfrance.fr/ 

(in English, German, Italian and Spanish)

The contract duration of VIE is 24 months.

A vacancy for a Customer Resolution Specialist has arisen within Satair. You will join the Customer Resolution Services Team in United Arab Emirates in Dubai to provide reliable, world-class support and manage aircraft spare parts requirements in accordance with Satair’s values, processes, and global strategies.

In this role, you will act as the "voice of the customer," driving satisfaction by providing high-quality responses to all spare parts requests and related services. You will contribute to a high-performing, cross-functional environment focused on operational excellence and the implementation of digital solutions to enhance the customer journey.

Tasks & accountabilities

Mission

● Provide reliable world class customer support and handling of aircraft spare
parts requirements in accordance with SATAIR’s values, processes, goals,
and strategies.
● Hear customer voice and drive customer satisfaction by providing high quality
responses to all customer related requests for spare parts and related
services.
● Continuous contribution to greater efficiency related to this position.

Primary responsibilities

● Participate in and contribute to a high performing Customer Resolution

Services Team
● Participate in and contribute to a high performing cross functional Customer
Account Support Team
● Responsible and proactive management of the customer specific open order
book
● Build and maintain strong customer satisfaction through industry leading
quick response times as well as qualified responses to all customer requests
and inquiries
● Handle quotations and customer orders pertaining to SATAIR products
including timely follow up on quotations, claims and orders in accordance with
our KPI’s
● Maintenance of customer records
● Support organisation in securing on-time material delivery to meet customer
expectations
● Positively participate in the promotion of cross and up-selling strategies
towards growth accounts
● Train and Support our customers in using our e-commerce platforms
(SATAIR Market/Airbus Spares Portal)
● Strong engagement in implementation of digital solutions and involvement in
trouble shooting from customer & system user perspective.
● Participate in back-up arrangements in support of absence by other
Customer Resolution Specialists
● Strong capability in stakeholder management especially in terms of handling
of customer complex queries, and addressing pain points.

Secondary responsibilities

● Participate in external key customer meetings as per agreement with the

Manager
● Participate in customer coordination meetings as per agreement with the
Manager
● Participate in periodic functional and cross-functional activities (eg. projects,
meetings etc.) as per agreement with the Manager
● Maintenance and development of the customer service quality level
● Directly contribute to the increase in customer satisfaction and enhance
internal and external communication related to customer material order
performance
● In addition to an assigned portfolio of customers, which may change, assist
other account teams and regions as workload and work distribution priorities
demand proactively and as per agreement with Manager.

General expectations

● Comply with SATAIR’s mission, values, quality systems, standard operating

procedures and ISO manual
● Comply with SATAIR’s guidelines on Ethics & Compliance
● Comply with SATAIR’s processes and procedures agreed per function
● Keep immediate Functional Managers as well as the relevant Sales
Manager/s informed about progress and status of agreed tasks as well as
any critical problem areas
● Identify efficiency improvement areas and offer suggestions to improve
efficiency
● Comment/advise on undesirable conditions within the organisation, and
propose potential solutions for improvements
● Participate in occupational safety and health efforts
● Contribute to a positive and inspiring working environment
● Stay well-informed about the latest developments in SATAIR’s business
(Hub/mail/meetings)
● Keeping good quality in one’s own work
● Contribute towards a positive and inspiring working environment
● Maintaining good relations with your manager and colleagues (in own and
other departments)
● Continued development of detailed customer knowledge
● Optimising service provided to all customers
● Attending team and departmental meetings
● Respecting and following the internal rules

Required Competences

You have the following skills and experience:

• Education: Educated to degree level (or equivalent) in Business, Supply Chain, Aviation Management, or a related discipline.
• Experience: Proven experience in customer service, account management, or supply chain logistics, preferably within the aerospace industry.

Knowledge, Skills, and Demonstrated Capabilities:

• Strong capability in stakeholder management and handling complex customer queries.
• Ability to work proactively in a high-performing, cross-functional team environment.
• Strong organizational skills with a focus on "Open Order Book" health and First Qualified Response Time.
• Analytical mindset to identify and propose solutions for process improvements.

● Proactive, customer oriented attitude and working style for internal
stakeholders and customers
● Proactively take initiatives to ensure customer satisfaction
● Ability to understand your customers to develop and propose creative
solutions to issues
● Self-starter and able to work without constant direction while administering
your customer portfolio
● Attention to detail
● Ability and willingness to work in a fast-paced environment
● Ability to and willingness to work under pressure
● Good dispute resolution skills
● Service minded, structured, flexible and cooperative
● Superior communication skills
● Intercultural understanding
● Analytical skills
● Ready for changes

Technical Systems Proficiency:

• Strong engagement with digital solutions and e-commerce platforms.
• Proficiency in standard office applications and ERP systems (e.g., SAP).

● Preferably two years or more customer service experience within a similar

sized organisation
● PC literacy, including word processing, spreadsheets and databases
● Experience working with SAP and Freshdesk is an advantage
● Shipping and/or aviation knowledge is an advantage

Communication and Language Skills:

• Excellent written and verbal communication skills with the ability to influence and convince.
• Fluency in English is required (additional languages are a plus).
• A customer-centric approach with a focus on "hearing the customer voice."

Intitulé du poste : VIE 2026-UAE-Spécialiste Résolution Client-H/F (Ouvert)

Rattaché(e) à : Responsable Régional des Services de Résolution Client

Description du poste
Le Volontariat International en Entreprise (VIE) est un programme international unique soutenu par le Ministère français de l'Économie, des Finances et de l'Emploi. Il permet à Airbus d'offrir à de jeunes professionnels l'opportunité d'acquérir une expérience professionnelle rémunérée à l'étranger dans des fonctions techniques ou commerciales.

Le VIE est un contrat spécifique, soumis aux critères d'éligibilité de Business France.

Conditions principales du VIE :

Être ressortissant de l'Union Européenne (plus Norvège, Islande, Liechtenstein et Monaco), diplômé et âgé de 28 ans maximum.

Avoir rempli ses obligations militaires dans son pays, le cas échéant.

Pour plus d'informations : http://www.civiweb.com et https://mon-vie-via.businessfrance.fr/

La durée du contrat VIE est comprise 24 mois.

Une vacance de poste de Spécialiste Résolution Client est apparue au sein de Satair. Vous rejoindrez l'équipe des Services de Résolution Client aux Émirats Arabes Unis, Dubai pour fournir un support de classe mondiale et gérer les besoins en pièces de rechange aéronautiques conformément aux valeurs, processus et stratégies globales de Satair.

Dans ce rôle, vous serez le "porte-parole du client", garantissant sa satisfaction par des réponses de haute qualité. Vous évoluerez dans un environnement transversal de haute performance axé sur l'excellence opérationnelle et le déploiement de solutions digitales.

Missions et Responsabilités

Mission Générale

• Fournir un support client fiable et gérer les besoins en pièces de rechange conformément aux objectifs de Satair.
• Se faire l'écho de la voix du client pour maximiser la satisfaction.
• Contribuer continuellement à l'amélioration de l'efficacité du poste.

Responsabilités Principales

• Gérer de manière proactive le carnet de commandes (Open Order Book) spécifique aux clients.
• Traiter les devis et les commandes (suivi des réclamations, délais) en respectant les indicateurs clés de performance (KPI).
• Assurer la mise à jour des dossiers clients et soutenir l'organisation pour garantir les livraisons à temps (OTD).
• Participer activement à la promotion des stratégies de vente croisée (cross-selling) et de montée en gamme (up-selling).
• Former et accompagner les clients sur les plateformes d'e-commerce (Satair Market / Airbus Spares Portal).
• S’impliquer fortement dans le déploiement de solutions digitales et le dépannage système.
• Gérer les parties prenantes et résoudre les requêtes complexes ou les points de friction des clients.

Responsabilités Secondaires

• Participer aux réunions clients stratégiques et de coordination en accord avec le manager.
• Contribuer aux activités transversales (projets, réunions fonctionnelles).
• Assurer le remplacement ponctuel d'autres spécialistes en cas d'absence.
• Optimiser le niveau de qualité de service et la communication interne/externe.
• Attentes Générales
• Respecter les directives d'Éthique & Conformité, les procédures ISO et les standards opérationnels de Satair.
• Identifier les domaines d'amélioration et proposer des solutions concrètes.
• Contribuer à un environnement de travail positif, inspirant et sécurisé.
• Maintenir d'excellentes relations avec sa hiérarchie et ses collègues.

Compétences Requises

Formation et Expérience

• Diplôme : Titulaire d'un diplôme de niveau Master (ou équivalent) en Commerce, Supply Chain, Gestion Aéronautique ou discipline connexe.
• Expérience : Une expérience avérée en service client, gestion de comptes ou logistique (de préférence dans l'aéronautique) est un atout majeur.

Soft Skills

• Capacité à travailler de manière autonome et proactive au sein d'une équipe transversale.
• Esprit analytique pour identifier et proposer des améliorations de processus.
• Attitude orientée client, capable de proposer des solutions créatives aux problèmes.
• Capacité à travailler sous pression dans un environnement au rythme soutenu.
• Excellentes compétences en résolution de litiges et sens du détail.
• Compréhension interculturelle et flexibilité face au changement.

Technical Skills

• Forte appétence pour les solutions digitales et l'e-commerce.
• Maîtrise des outils informatiques standards (Bureautique, bases de données).
• La connaissance de SAP et Freshdesk est un avantage.
• Des connaissances en expédition ou en aviation sont un plus.

Langues et Communication

• Anglais : Niveau courant impératif (écrit et oral) avec une capacité à influencer et convaincre.
• Français : Excellentes capacités de communication (écrit et oral).
• Toute langue supplémentaire est un atout.

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 Africa and Middle East FZE

Employment Type:

VIE, VISC

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Experience Level:

Entry Level

Job Family:

Material Support & services

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