Digital Representative – Customer Services
Location: Johannesburg, South Africa
Employment Type: Permanent, Full-time.
Application Deadline: 26 September 2025.
Job ID: JR10354858
Role Overview
Airbus is seeking a motivated, customer-focused Digital Representative to support the Customer Support Africa mission. Based at the new Johannesburg Customer Support Centre, this role ensures effective delivery of Airbus digital solutions while providing an exceptional customer experience.
You will act as the voice of the customer, liaising with stakeholders across departments, driving digital solution adoption, and contributing to Airbus’ Digital Transformation initiatives.
Key Responsibilities
Upskilling & Training: Deliver hands-on support and technical training for digital solutions to African airline customers.
Customer Engagement: Be the main contact for customers, coordinating with field teams, Customer Support Director, and Customer Success Manager.
Customer Experience: Maintain strong customer relationships and enhance satisfaction across the digital portfolio.
Events & Workshops: Support regional events, refresher sessions, and TechBars to empower customer autonomy.
KPI Monitoring & Escalations: Track customer satisfaction, ensure KPIs are met, and manage escalations efficiently.
Voice of the Customer: Provide feedback to product teams to influence digital solution development.
On-Site Support: Travel abroad periodically to deliver hands-on support for complex issues.
Cross-Functional Collaboration: Work with Sales, Marketing, Product Support, and Customer Relations teams to ensure seamless service delivery.
Skills & Competencies
Proficiency with aviation and aerospace digital technologies (fleet monitoring, maintenance, flight operations).
Experience in customer-facing roles, digital product support, or service delivery.
Knowledge of digital solutions, SaaS, cloud platforms, ITIL-based service management.
Strong problem-solving, escalation handling, and KPI tracking skills.
Exceptional verbal and written communication; able to translate technical concepts clearly.
Teamwork and leadership experience; ability to coordinate support teams.
Passion for innovation and delivering a superior customer experience.
About Airbus
Airbus pioneers sustainable aerospace solutions globally, providing modern aircraft, defence, space, and helicopter services. The company promotes diversity, inclusivity, flexible work arrangements, and a culture of integrity.
Important: Airbus will never request payment for recruitment. Report any suspicious activity to emsom@airbus.com.