Job Description

Employment Type: Permanent
Contract Duration:

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.
You will work in a fast-paced, multi-cultural team environment and be able to identify critical issues in a high volume of cases. You willdevelop 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.

We would love to hear from you if

1-3 years of relevant experience in front office departments.
A minimum qualification in a relevant college diploma is required, a relevant University Degree is preferred.
Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background with a strong sense of
Customer Service ethics according to IATA\'s corporate philosophy.
Fluency in spoken and written English & Spanish. Portuguese & French Language are a plus.
Knowledge of IATA Products & Services, Financial Services, Industry Business Intelligence, Training and Publications are an asset.
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.
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.

Travel Required: No

Learn more about IATA\'s role in the industry, our benefits, and the team at . We are looking forward to hearing from you!

IATA