- 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 hourswhich involves being scheduled on Public Holidays, Weekends and on call duties.
- Complete Debt Collections within the stipulated time frame as defined withzero 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 correctinternal departments and responses are received within the allocated KPIs.
- Listen carefully to Customer Complaints and provide relevant feedback forimprovement.
- Participate in Customer Service Projects, where appropriate, and contribute tothe success of the IATA Customer Service Center.
- Collaborate with colleagues and other support team members to provide betterand improve customer service across the organization.
- Tracks self-performance and actsresponsibly towards the achievement of the overall team targets.
- Support customer recoveries by explainingprocedures; forwards required solutions/adjustments.
- Supports any other tasks as required bythe Manager, Customer Service.
- 1-3 years of relevant experience infront office departments.
- A University Degree will be an advantage.
- Excellent interpersonal skills and abilityto communicate effectively at all levelsfrom different cultures and background with a strong sense of Customer Service ethics.
- Fluencyin spoken and written Spanish and English. Portuguese and French will be an advantage.
- Knowledgeof SAP, Salesforce and Microsoft applications is an asset.
- Ability to set priorities, and work withspeed with a strong customer focus and a high level of drive and energy.
Customer Service Specialist - Montreal, Canada - The International Air Transport Association
Description
Employment Type: Fixed Term Contract
Contract Duration: 6 Months
At IATA, we speak for the airlines of theworld, serving and supporting over 300 of them across all continents. Weare passionate and knowledgeable about the aviation industry, and we strive tomake it safer, smarter, more sustainable and more inclusive. We celebratediversity and inclusion in our workforce, and we respect and value thedifferent backgrounds, perspectives and skills of our employees. We also careabout our employees' wellbeing, and we provide flexible work arrangements,travel benefits, family-friendly policies, equal pay and a day off on yourbirthday. We believe in giving back to the community and encourage our staff toparticipate in volunteering activities that support causes they care about. Weencourage you to join our global community of aviation enthusiasts, and we willdo our best to make you feel comfortable during the interview process. IATA ismore than a trade association; it is a vision of a better future for airtravel.
About the team you are joining
You will report to the Manager, IATA CustomerService Center in Montreal and will be responsible for delivering the highestlevel of customer service to IATA customers, which consists of Airlines,Travel/Cargo Agents and Third Parties. The role encompasses all areas ofcustomer service, including communication and query handling, as well as contactand document maintenance.
This role requires you to work in a fast-paced, multi-cultural team environmentand be able to identify critical issues in a high volume of cases. Experiencein query / support queue management is highly desirable. The role requiresstrong customer service skills and the ability to process customer disputes.
What your day would be like
We would love to hear from you if
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