Customer Service Specialist

Employment Type: Permanent
Contract Duration:
At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable and more inclusive. We celebrate diversity and inclusion in our workforce, and we respect and value the different backgrounds, perspectives and skills of our employees. We also care about our employees’ wellbeing, and we provide flexible work arrangements, travel benefits, family-friendly policies, equal pay and a day off on your birthday. We believe in giving back to the community and encourage our staff to participate in volunteering activities that support causes they care about. We encourage you to join our global community of aviation enthusiasts, and we will do our best to make you feel comfortable during the interview process. IATA is more than a trade association; it is a vision of a better future for air travel.

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;
- Support 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 Korean. The Customer Service Specialist will have to effectively communicate and support customers in South-Korea. Knowledge of Korean is essential.
- Embrace IATA’s corporate values.

Travel Required: N

**Learn more about IATA’s role in the industry, our benefits, and the team at**iata/careers/**. We are looking forward to hearing from you