Senior Customer Service Representative

  • Location

    Shannon

  • Employment level

    Direct entry

  • Function

    Sales / CRM

  • Working time

    Full time

  • Start date

    12.01.2025

Every successful journey begins with the right people.

At Lufthansa Technik Turbine Shannon, the Senior Customer Service Representative ensures excellence by managing customer interactions, resolving inquiries efficiently, and maintaining high service standards, while continuously improving processes to enhance customer satisfaction and operational efficiency.

Every successful journey begins with the right people.

At Lufthansa Technik Turbine Shannon, the Senior Customer Service Representative ensures excellence by managing customer interactions, resolving inquiries efficiently, and maintaining high service standards, while continuously improving processes to enhance customer satisfaction and operational efficiency.

Tasks

The Senior Customer Service Representitive will be responsible for leading, motivating, and developing a team of customer service representatives to ensure they provide high-quality service to our customers. 

  • Lead and support a team of customer service representatives, fostering a positive and productive work environment.
  • Develop and implement strategies to improve customer service processes and enhance customer satisfaction.
  • Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
  • Collaborate with other departments to ensure seamless service delivery and address any issues affecting customer satisfaction.
  • Stay up-to-date with industry trends and best practices to continuously improve our customer service offerings.
  • Support on identification of product portfolio fit with existing or new products.
  • Ensure close communication with Stakeholders in LTTS (e.g. quality, finance, operations) and LHT globally (Sales and Fulfilment)

Behind the scenes

Video: https://player.vimeo.com/video/885652807

Delivering excellence every day

Behind every great customer experience is our dedicated team. From resolving inquiries to coordinating solutions, we work tirelessly to ensure every interaction is smooth, efficient, and positive. The care, attention, and problem-solving you don’t see make all the difference

Requirements

We’re looking for a Senior Customer Service Rep with strong communication and problem-solving skills. The role supports smooth customer operations through attention to detail, analytical thinking, and process expertise, ensuring high-quality, efficient, and reliable service every time.

  • Third level education in Business, Management, or related field
  • Proven experience in a customer service focus role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle escalated issues with professionalism and tact.
  • Proficient in using MS Office & ERP software.
  • Strong analytical skills and the ability to interpret data to drive performance improvements.
  • Ability to work in a fast-paced environment and adapt to changing priorities.

Company

About Lufthansa Technik Turbine Shannon

LTTS is a world class provider of aero engine component repair services to airlines and engine overhaul shops around the world. At LTTS, we specialise in the repair of aircraft engine components for both high pressure and low pressure turbine engines. LTTS is part of the EPAR (Engine Parts & Accessories Repair) network of Lufthansa Technik. The Company was founded in 1992 and we employ over 250 people in our state of the art facility in Shannon. All repairs are carried out in accordance with approvals of the US Federal Aviation Administration (FAA), the European Aviation Safety Agency (EASA) and Civil Aviation Administration of China (CAAC). LTTS is licensed by General Electric, Rolls-Royce and CFMI, Original Equipment Manufacturers (OEM) of aircraft engines, to carry out repairs in accordance with their engine shop manuals, making LTTS unique as one of a small number of companies outside of the engine manufacturers who are licensed to carry out repairs. Our expertise and focus is on the repair of high pressure turbine (HPT) shrouds, high and low pressure turbine Nozzle Guide Vanes (HPT & LPT NGVs) from the CFM56 series, CF6-80C2 and CF34 type engines. The success of LTTS is built on its people. Our employees are fundamental to our organisation as they ensure we meet our customer needs. In particular, delivering products of the highest quality standard, in the shortest possible turn time and at a competitive cost. This business is continuously evolving and therefore LTTS continually develops and expands its product and process capability to keep pace with the changing market demands. It is the Company's goal that through the dedicated teamwork of all employees, the ongoing investment in equipment, training and product development, LTTS will further develop its leading position in the engine parts repair business.
www.ltts.ie/contact/index.html
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