IATA

Customer Service Specialist

IATA - Posted 2 months ago
€42k-50k/year  + Equity

Full-time

Singapore, Singapore

Category
Customer Service Agent
Career Level
Mid-Level, Junior, Senior
Company size
299 employees

Customer Service Agent Job description

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 colleagues who are driven, upbeat and dynamic. This is a dedicated and customer-centric team that 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):

  • Assist customers in Korea across multiple channels;
  • Attract potential customers by answering product & service questions; suggesting information about products & services;
  • Follow up on pending /overdue payments;
  • Handle inquiries and provide timely responses;
  • Handle requests and activate subscriptions;
  • Handle communication distribution requirements;
  • Maintain customer records by updating CRM;
  • Support Business Continuity Plan requirements;
  • Update job knowledge by attending a 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;
  • Support 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 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;
  • A proactive approach to problem-solving;
  • Ability to set priorities, and work with the speed with a strong customer focus and a high level of drive and energy;
  • Strong ability to take 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;
  • Bilingual: Fluency in English and Korean is mandatory; knowledge of other languages will be an asset;
  • Embrace IATA’s corporate values.

Travel Required: N

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