Customer Service Specialist

International Air Transport Association (IATA); Montreal (administrative region); Hybrid; CAD 52,000 - 75,000; Full time

Job summary

IATA is seeking a Customer Service professional in Montreal to handle front-office activities, manage inquiries, and support debt collections within a fast-paced, multi-cultural team. The role emphasizes service quality, efficiency, and cross-functional collaboration.

Responsibilities include handling 30+ daily items across channels, supporting 24/7 operations, and escalating complex issues to appropriate departments while maintaining KPI targets.

Qualifications

• 1-3 years of relevant experience in front office.
• Relevant college diploma; university degree preferred.
• Excellent interpersonal and cross-cultural communication.
• Fluency in English and Spanish; French or Portuguese is a plus.

Responsibilities

• Manage 30+ items daily across calls, chats, queries, escalations and debt collection.
• Deliver exceptional written and spoken customer experience.
• Support 24/7 emergency structure outside business hours.
• Complete debt collections within defined timeframes.
• Resolve L1 and L2 queries within allocated hours.
• Escalate L3 issues to correct departments with KPIs.
• Listen to customer complaints and provide feedback for improvement.
• Collaborate on customer service projects and cross-team support.

Skills

Front office experience

Interpersonal skills

Customer service

English & Spanish fluency

SAP

CRM (Salesforce)

Education

Relevant college diploma

University degree preferred

Tools

SAP

CRM (Salesforce)

Microsoft Office

Power BI

Job description

Why you will love working here

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!

Why you will love working here

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!

About The Team You Are Joining

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.

What Your Day Would Be Like

• 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 hours which involves being scheduled on Public Holidays, Weekends and on call duties.
• Complete Debt Collections within the stipulated time frame as defined with zero 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 correct internal departments and responses are received within the allocated KPIs.
• Listen carefully to Customer Complaints and provide relevant feedback for improvement.
• Participate in Customer Service Projects, where appropriate, and contribute to the success of the IATA Customer Service Center.
• Collaborate with colleagues and other support team members to provide better and improve customer service across the organization.
• Tracks self-performance and acts responsibly towards the achievement of the overall team targets.
• Support customer recoveries by explaining procedures; forwards required solutions/adjustments.
• Supports any other tasks as required by the Manager, Customer Service.

We would love to hear from you if

• 1-3 years of relevant experience in front office departments.
• A minimum qualification in a relevant college diploma is required, a relevant University Degree is preferred.
• Excellent interpersonal skills and ability 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.

• Fluency in spoken and written English & Spanish. Portuguese & French Language are a plus.
• Knowledge of IATA Products & Services, Financial Services, Industry Business Intelligence, Training and Publications are an asset.
• Knowledge of SAP, CRM Systems (Salesforce) and Microsoft applications (advance Excel, Advance Power Point, Power BI, Outlook, Sharepoint) are an asset.
• 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 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.
• Embrace IATA’s corporate values.

Employment Type: Fixed Term Contract

Contract Duration: 12 Months

Travel Required: N