Employment Type: Fixed Term Contract
Contract Duration: 6 Months
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
You will report to the Manager, IATA Customer
Service Center in Montreal and will be responsible for delivering the highest
level of customer service to IATA customers, which consists of Airlines,
Travel/Cargo Agents and Third Parties. The role encompasses all areas of
customer service, including communication and query handling, as well as contact
and document maintenance.
This role requires you to work in a fast-paced, multi-cultural team environment
and be able to identify critical issues in a high volume of cases. Experience
in query / support queue management is highly desirable. The role requires
strong customer service skills and the ability to process customer disputes.
What your day would be like
- Manage 30+ items daily comprising of Phone Calls,
Chats, Queries, Escalations and Debt Collections.
- Provide exceptional customer experience both written and spoken, achieving a very high quality results measured by customer satisfaction.
- Support IATA’s 24/7 emergency structure outside of the regular business hours
which involves being scheduled on Public Holidays, Weekends and on call duties.
- Complete Debt Collections within the stipulated time frame as defined with
zero tolerance level.
- Resolve L1 and L2 customer queries within the business hours allocated to the topic area.
- Ensure L3 issues customer queries are escalated appropriately to the correct
internal departments and responses are received within the allocated KPIs.
- Listen carefully to Customer Complaints and provide relevant feedback for
improvement.
- Participate in Customer Service Projects, where appropriate, and contribute to
the success of the IATA Customer Service Center.
- Collaborate with colleagues and other support team members to provide better
and improve customer service across the organization.
- Tracks self-performance and acts
responsibly towards the achievement of the overall team targets.
- Support 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
- 1-3 years of relevant experience in
front office departments.
- A University Degree will be an advantage.
- Excellent interpersonal skills and ability
to communicate effectively at all levels
from different cultures and background with a strong sense of Customer Service ethics.
- Fluency
in spoken and written Spanish and English. Portuguese and French will be an advantage.
- Knowledge
of SAP, Salesforce and Microsoft applications is an asset.
- Ability to set priorities, and work with
speed with a strong customer focus and a high level of drive and energy.
Travel Required: No
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!