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Manager Customer Service
2 weeks ago
7 years exp
**Roles & Responsibilities**
**About the team you are joining**:
You will report to the Head, Global Customer Service Center and be part of a multi-cultural and diverse team. You will work in a fast-paced environment alongside colleagues who are driven, upbeat and dynamic. This is a dedicated and customer-centric team that works to bring service to another level
**What your day would be like**:
You will be responsible for Managing and Delivering on all Customer Services (CS) activities handled by the Singapore, IATA Global Customer Services Center (GCSC). You will be further responsible for managing, leading and developing the CS team and coordinating with the rest of IATA departments into developing a customer centric culture and organization.
Your responsibilities will be as follows:
- Manage a culturally diverse Customer Service Representative team to ensure timely and effective customer care, maximizing customer experience for all customers and stakeholders;
- Manage compliance and update to the global Standard Operating Procedure (SOP) for customer service responsibilities;
- Manage successful onboarding & subsequent stabilization of IATA Services and Products into the Customer Service Center;
- Manage Business Continuity Plan & Audit requirements;
- Initiate improvement opportunities in customer service experience and facilitates organic growth within the team with new products & services;
- Improve customer service quality by monitoring case / call handling of CSR / CSS & Assistant Managers;
- Responsible for delivery of operational improvements, excellence and targets;
- Responsible for Key account handling / management and stakeholder management;
- Recruit, mentor and develop customer service agents and nurtures an environment where they can excel through encouragement and empowerment;
- Track team’s performance and act responsibly towards the achievement of the overall team targets;
- Champion for process / projects support;
- Support any other tasks as required by the Head, Global Customer Service Center.
**We would love to hear from you if**:
- You have a university degree in a relevant discipline, advance studies would be an asset;
- 7-10 years of relevant experience in front office departments;
- Ability to effectively lead, motivate and manage large culturally diverse front office teams is a must;
- Strong leadership and people management skills;
- 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;
- Be result driven and demonstrate personal integrity;
- Proactive approach to problem solving;
- Ability to work as a strong team leader in a dynamic, multi-cultural, fast paced and highly demanding environment while being organized to deliver on tight deadlines and productivity metrics;
- Proficiency with MS Office and other IT related matters;
- Fluency in English; knowledge of other languages will be an asset;
- Embrace IATA’s corporate values.
The International Air Transport Association (IATA) is the trade association for the world’s airlines, representing some 240 airlines or 84% of total air traffic. We support many areas of aviation activity and help formulate industry policy on critical aviation issues.
