About the team you are joining
IATA’s E&F (Enhancement and Financing Services) is the largest global billing and collections solution for airports and Air Navigation Service Providers. You will report to the Manager IATA Customer Service Center in Singapore. The role encompasses all areas of collection, including communication, query handling, contact validation, and document maintenance. The role requires strong communication and negotiation skills and the ability to process customer disputes.
What your day would be like
- Collection of high values/low volumes & Low value/high volumes accounts receivable procedure based on invoice payment dates.
- Collection of all E&F debts through Phone Calls, Chats, Queries, Escalations
- Achieve collection targets and performance goals as set by the management.
- Review customer accounts and invoices to ensure accuracy and completeness.
- Resolve invoicing disputes or discrepancies with customers or internal departments.
- Record and update customer payment information and collection activities in the database or system.
- Ensure all customer actions are covered and documented, validated, and account details archived with an accuracy and timely manner. Attention to detail, accuracy, and problem-solving skills.
- Prepare and send statements, notices, and reports to customers and management.
- Collaborate with colleagues and team members globally to improve collections organization.
- Follow up on delinquent accounts initiate collection actions if required and monitor payment plans.
- Build and manage relationships on large accounts with customers.
- Maintain compliance with company policies and procedures and applicable laws and regulations.
- Listen carefully to Customer Complaints and provide relevant feedback for improvement.
- Ensure customer queries are escalated appropriately to the correct internal departments.
- Monitor trends and provide feedback to the management.
- Additional ad-hoc duties, as required.
We would love to hear from you if
- 3+ years of experience in a collection environment utilizing multiple communication channels (Phone, Chat, CRM System) is preferred.
- Ability to work independently and as part of a team, attention to detail and accuracy, analytical and problem-solving skills, customer-centricity oriented, and professional attitude.
- Excellent communication, negotiation, and persuasion skills, both written and verbal.
- A minimum qualification in a relevant college diploma is required, a relevant University Degree is preferred.
- Fluency in English, Thai, Mandarin, and Bahasa language is mandatory; knowledge of other languages will be an asset.
- Knowledge of SAP, CRM Systems (Sales Force), and Microsoft applications (advance Excel, Advance Power Point, Power BI, Outlook, Sharepoint) is required.
