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 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;
- Supports 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;
- The Customer Service Specialist will have to effectively communicate and support customers in India and Bangladesh. Knowledge of Bengali and Hindi is essential.
- Embrace IATA’s corporate values.
