- Assists customers across multiple channels;
- Attracts potential customers by answering product & service questions; suggests information about products & services;
- Follows up on pending /overdue payments;
- Handles inquiries and provides timely responses;
- Handles requests and activates subscriptions;
- Handles communication distribution requirements;
- Maintains customer records by updating CRM;
- Supports Business Continuity Plan requirements;
- Updates job knowledge by attending a training & educational opportunities;
- Accomplishes customer service and organization mission by completing related results as needed;
- Identifies and escalates improvement opportunities;
- Tracks self-performance and acts responsibly towards the achievement of the overall team targets;
- Champion for process/projects support;
- Supports customer recoveries by explaining procedures; forwards required solutions/adjustments;
- Supports any other tasks as required by the Manager, Customer Service.
- You have a 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 Urdu language are mandatory; knowledge of other languages will be an asset;
- Embrace IATA's corporate values.
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Description
Roles & ResponsibilitiesAbout 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:
We would love to hear from you if
CRM
Front Office
Microsoft Office
Microsoft Excel
Business Continuity
Interpersonal Skills
Administration
MS Sharepoint
MS Office
SAP
Attention to Details
Customer Focus
Team Player
Customer Service
Disposition
Shipping
Customer Services
