Customer Service Specialist
hace 1 semana
Employment Type: Permanent
At IATA, we represent airlines worldwide, supporting over 300 airlines on all continents. We are experts in the aviation industry, working to enhance safety, efficiency, sustainability, and inclusivity. Diversity and inclusion are core values in our workforce, where we appreciate the unique backgrounds, perspectives, and skills of our employees. Employee well-being is important to us, offering flexible work arrangements, travel perks, family-friendly policies, fair pay, and even a day off on your birthday. Giving back to the community is encouraged through volunteer activities that align with personal passions. Join our global aviation community where we prioritize your comfort throughout the interview process. IATA goes beyond being a trade association; it embodies a vision for the future of air travel.
About the team you are joining
Reporting to the Manager of Customer Service, you will oversee all front-line Customer Services activities at IATA's Customer Service Center in Madrid.
What your typical day entails
- Engage potential customers by addressing product and service inquiries and offering additional information;
- Follow up on outstanding payments;
- Manage inquiries, requests, subscriptions, and communication needs;
- Update customer records using CRM systems;
- Support Business Continuity Plans;
- Enhance job knowledge through training and educational programs;
- Advance customer service goals and organizational missions;
- Identify and escalate areas for improvement;
- Monitor personal performance and contribute to team targets;
- Advocate for process and project assistance;
- Guide customers in recoveries by explaining procedures and providing necessary solutions;
- Assist with any additional tasks as directed by the Customer Service Manager.
If you possess the following, we would be thrilled to hear from you:
- 1-3 years of relevant experience in front office roles;
- Excellent interpersonal skills for effective communication with stakeholders from diverse backgrounds;
- Adherence to Customer Service ethics aligned with IATA's values;
- Proficiency in CRM, MS Office, and IT matters;
- A results-oriented mindset with integrity;
- A proactive problem-solving approach;
- Ability to thrive in a fast-paced, multi-cultural environment as a team player;
- Fluency in English and either French or German (additional European languages are a plus);
- Availability to work on public holidays.
Competencies: Customer Focus, Relationship Building, Learning Agility, Driving Results, Attention to Detail, Teamwork, Cultural Intelligence, Communication Skills
Travel Required: No
Discover more about IATA's industry role, benefits, and team at [URL]. We eagerly anticipate your application
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