Assistant Manager, Customer Service

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

Reporting to the Manager, Customer Services, the incumbent will be responsible for front-line Customer Services (CS) activities and operational management activities supported by Singapore, IATA Global Customer Services Center (GCSC).

What your day would be like
- Assists operational management on both IATA Settlement Services (ISS) and Product & Services (P&S) by keeping oversight on operational tasks;
- Assists key accounts/differentiated service offering across multiple channels;
- Accomplishes customer service and organization mission by completing related tasks / results as needed;
- Handles escalated queries from CSR/CSS as an SME; coordinates with internal departments;
- Handles complaints and provides timely solutions;
- Handles customer recoveries by explaining procedures; forwards required solutions /adjustments;
- Handles incidents and improves quality by recommending changes;
- Identifies new products & services;
- Identifies and escalates improvement opportunities;
- Improves customer service quality by supporting with monitoring case / call handling of CSR / CSS;
- Organizes and imparts training to new joiners/subordinates as well as any refresher on specific areas of expertise;
- Supports Business Continuity Plan requirements;
- Tracks self-performance and acts responsibly towards the achievement of the overall team targets;
- Updates job knowledge by attending training & educational opportunities;
- Champion for process / projects support;
- Supports any other tasks as required by the Manager, Global Customer Service Center.

We would love to hear from you if
- You have a university degree in business administration or a related field;
- 3-5 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 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 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 pro-active approach.

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