Customer Service Specialist

3 weeks ago

Singapore INTERNATIONAL AIR TRANSPORT ASSOCIATION Full time
Roles & Responsibilities

About the team you are joining

You will report to the Manager, Customer Service and be part of a multicultural and diverse team. You will work in a fast-paced environment alongside driven, upbeat, and dynamic colleagues. This dedicated and customer-centric team works to bring service to another level

What your day would be like

You will be responsible for all front-line Customer Services (CS) activities handled by Singapore, IATA Global Customer Services Center (GCSC). More descriptions of your responsibilities are as follows:

  • 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 inquiries 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 a 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;
  • Supports customer recoveries by explaining procedures; forwards required solutions/adjustments;
  • Supports any other tasks as required by the Manager, Customer Service.
We would love to hear from you if
  • You have a university degree in business administration or a related field;
  • 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 backgrounds with a strong sense of
  • Customer Service ethics according to IATA's corporate philosophy;
  • Strong CRM knowledge and proficiency with MS Office and other IT-related matters;
  • Be result-driven and demonstrate personal integrity;
  • Proactive approach to problem-solving;
  • Ability to set priorities and work with speed with a strong customer focus and a high level of drive and energy;
  • Strong ability to take the initiative;
  • 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;
  • Ability to demonstrate leadership skills and support management and the team with a proactive approach;
  • Ability to fluently speak English and Thai. The Customer Service Specialist will have to effectively communicate and support customers in Thailand. Knowledge of Thai is essential.
  • Embrace IATA's corporate values.
Tell employers what skills you have

CRM
Microsoft Office
Microsoft Excel
Business Continuity
Interpersonal Skills
Administration
MS Office
SAP
Customer Focus
Team Player
Customer Service
Disposition
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