Customer Service Specialist

IATA - Posted 26 days ago
$36k-54k/year  + Equity
*high salary
*Based on 0 Customer Service Agent salary records


Beijing, BJ

Customer Service
no experience required
Company size
299 employees

Customer Service Agent Job description

You will report to the Manager of, IATA Customer Service Center in Beijing and will be responsible for delivering the highest level of customer service to IATA customers. The role encompasses all areas of customer service, including communication and query handling, as well as contact and document maintenance.

This role requires someone able to work in a fast-paced, multi-cultural team environment and able to identify critical issues in a high volume of cases or calls. Experience in query/support queue management is highly desirable. The role requires strong customer service skills and the ability to process customer disputes and complaints. Employees in this position can grow to perform client relationship roles and credit/debit management roles for all IATA products either in the center or the regions.

What your day would be like
  • Manage large amounts of incoming phone calls, chats and queries.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and suggest process improvements.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Meet personal and customer service team targets.
  • Follow communication procedures, guidelines, and policies.
  • Work on weekends, public holidays and on-call duties to provide 24/7 support and respond to emergencies outside of regular business hours when needed.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Ensure timely management of a collection of debts via SIDRA/SEDA and Invoicing cases.
  • Identify opportunities for upselling and cross-sell to existing clients and generate potential leads when required.
  • Manage and actively participate in Customer Service Projects
We would love to hear from you if
  • A university degree in a program related to the product or service is usually required.
  • Experience in a high-volume, global, and complex customer service environment is preferred,
  • Excellent oral and written communication skills in Mandarin, Cantonese and English
  • Ability to multi-task, prioritize, and manage time effectively,
  • Customer orientation and ability to adapt/respond to different types of customers,
  • Airline or aviation industry knowledge is desirable
  • Systems: SAP, Sales Force, advanced Excel, PowerPoint, Power BI, Outlook, Sharepoint

Travel Required: N

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