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Über
Employment Type: Fixed Term Contract
Contract Duration: 12 Months
At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.
• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off
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.
Chats, Queries, Escalations and Debt Collections.
which involves being scheduled on Public Holidays, Weekends and on call duties.
zero tolerance level.
internal departments and responses are received within the allocated KPIs.
improvement.
the success of the IATA Customer Service Center.
and improve customer service across the organization.
responsibly towards the achievement of the overall team targets.
procedures; forwards required solutions/adjustments.
the Manager, Customer Service.
front office departments.
minimum qualification in a relevant college diploma is required, a relevant
University Degree is preferred.
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.
in spoken and written English & Spanish. Portuguese & French Language are a plus.
Business Intelligence, Training and Publications are an asset.
of SAP, CRM Systems (Salesforce) and Microsoft applications (advance Excel,
Advance Power Point, Power BI, Outlook, Sharepoint) are an asset.
personal integrity.
speed with a strong customer focus and a high level of drive and energy.
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 iata/careers/. We are looking forward to hearing from you
Sprachkenntnisse
- English
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