Manager Customer Service

Employment Type: Permanent
Contract Duration:
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.

More descriptions of your responsibilities as follows:

- Manages compliance and updates to the global Standard Operating Procedure (SOP) for customer service responsibilities;
- Manages successful onboarding & subsequent stabilization of IATA Services and Products into the Customer Service Center;
- Manages Business Continuity Plan & Audit requirements;
Initiates improvement opportunities in customer service experience and facilitates organic growth within the team with new products & services;
- Improves 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;
- Recruits, mentors and develops customer service agents and nurtures an environment where they can excel through encouragement and empowerment;
- Tracks team’s performance and acts responsibly towards the achievement of the overall team targets;
- Champion for process / projects support;
- Supports 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 skills;
- Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background 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.

Travel Required: N

**Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.**

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**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