Del trabajo
Employment Type : Fixed Term Contract
Contract Duration : until end of leave
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 Service, the incumbent will be responsible for all front-line Customer Services (CS) activities handled by IATA's Customer Service Center (CSC) based in Madrid.
What your day would be like
* Attract potential customers by answering product and service questions and suggesting additional information;
* Follow up on pending / overdue payments;
* Handle enquiries, requests, subscription activations and communication distribution requirements;
* Maintain customer records by updating CRM;
* Support Business Continuity Plan requirements;
* Update job knowledge by attending training & educational opportunities;
* Accomplish customer service and organization mission by completing related results as needed;
* Identify and escalate improvement opportunities;
* Track self-performance and act responsibly towards the achievement of the overall team targets;
* Champion for process / project support;
* Assist customer recoveries by explaining procedures; forward required solutions / adjustments;
* Support any other tasks as required by the Manager, Customer Service.
We would love to hear from you if you have
* 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;
* A strong sense of Customer Service ethics according to IATA's corporate philosophy and values;
* Strong CRM knowledge and proficiency in MS Office and other IT related matters;
* A result driven personality and integrity;
* A proactive approach to problem solving;
* 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;
* Fluency in written and spoken English and any other European language is mandatory;
* Flexibility to work on bank holidays.
Competencies
Customer Focus, Relationship Building, Learning Agility, Driving and Achieving Results, Attention to details, Team Work, Cultural Intelligence, Communication Skills
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
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