Customer Service Specialist - Madrid, España - The International Air Transport Association

Descripción

Employment Type: Fixed Term Contract
Contract Duration:

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

Assist customers across multiple channels;

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 French or German is mandatory; fluency in any other European language would be an advantage;
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

Diversity and Inclusion is one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.

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