Job Description

Employment Type: Permanent
Contract Duration:

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 driven, upbeat, and dynamic colleagues. This dedicated and customer-centric team 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). More descriptions of your responsibilities are as follows:

• Assist customers across multiple channels;
• Attract potential customers by answering product & service questions; suggest information about products & services;
• Follow up on pending /overdue payments;
• Handle inquiries and provides 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 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 with any other tasks as required by the Manager, Customer Service.

We would love to hear from you if

• 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;
• Proactive approach to problem-solving;
• Ability to set priorities and work with speed with a strong customer focus and a high level of drive and energy;
• Strong ability to take the 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;
• Fluency in English and Vietnamese are mandatory; knowledge of other languages will be an asset;
• Embrace IATA\'s corporate values.

Travel Required: N

Diversity and Inclusion are 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 to hearing from you!

IATA