Customer Service Specialist

About the team you are joining You will report to the Manager, IATA Customer Service Center in Singapore 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 Assist customers across multiple channels. Attract potential customers by answering product service questions; suggests 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/projects support. Support customer recoveries by explaining procedures; forward required solutions/adjustments. 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. Support any other tasks as required by the Manager, Customer Service.