Customer Service Specialist
The International Air Transport Association
Madrid, Spain
hace 4 días

About the team you are joining

Reporting to the Manager, Global Customer Service Center. the incumbent will be responsible for all front-line Customer Services (CS) activities handled by the office (City), IATA Customer Services Center (CSC).

What your day would be like

  • Assists customers across multiple channels;
  • Attracts potential customers by answering product & service questions; suggests information about products & services;
  • Follows up on pending / overdue payments;
  • Handles enquiries and provides timely responses;
  • Handles requests and activates subscriptions;
  • Handles communication distribution requirements;
  • Maintains customer records by updating CRM;
  • Supports Business Continuity Plan requirements;
  • Updates job knowledge by attending training & educational opportunities;
  • Accomplishes customer service and organization mission by completing related results as needed;
  • Identifies and escalates improvement opportunities;
  • Tracks self-performance and acts responsibly towards the achievement of the overall team targets;
  • Champion for process / projects support

  • Support customer recoveries by explaining procedures; forwards required solutions / adjustments;
  • Supports any other tasks as required by the Manager, Global Customer Service Center.

    We would love to hear from you if

  • University degree in a relevant discipline;
  • 1-3 years of relevant experience in front office departments;
  • Excellent interpersonal skills and ability to communicate effectively with internal / external stakeholders at all levels from different cultures and background with a strong sense of Customer Service ethics according to IATA's corporate philosophy;
  • Strong CRM knowledge and proficiency in MS Office and other IT related matters;
  • Be result driven and demonstrate personal integrity;
  • Proactive approach to problem solving;
  • Ability to work as a strong team player in a dynamic, multi-cultural, fast paced and highly demanding environment while being organized to deliver on tight deadlines and productivity metrics;
  • Fluency in English, French and Arabic.

    Flexible working hours including working in the evening shift

  • Embrace IATA’s corporate values;
  • Competencies :

    Customer Focus, Relationship Building, Learning Agility, Driving and Achieving Results, Attention to details, Team Work, Cultural Intelligence, Communication Skills

    Travel Required : 0

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