Customer Service Specialist

IATA Consulting; Montreal (administrative region); Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Remote and hybrid work options

Birthday off

Time off for volunteering

Job summary

IATA Montreal is seeking a customer service professional to join our team and deliver top-tier support to airlines, travel agents, and third parties. You will manage diverse inquiries, maintain documentation, and ensure timely issue resolution in a fast-paced, multicultural environment.

Responsibilities include handling queues, providing accurate information, and supporting our 24/7 emergency readiness. Fluency in English and Spanish is required; Portuguese and French are a plus.

Qualifications

• 1–3 years of relevant experience in front office departments.
• A relevant college diploma is required; a university degree is preferred.
• Excellent interpersonal skills and ability to communicate effectively with internal/external stakeholders from diverse backgrounds.

Responsibilities

• Manage 30+ items daily across calls, chats, queries, escalations, and debt collections.
• Provide exceptional customer experience in written and spoken form, aiming for high customer satisfaction.
• Support 24/7 emergency structure, including holidays, weekends, and on-call duties.
• Resolve L1/L2 queries within allocated hours; escalate L3 issues promptly.

Skills

Customer service

Communication

Interpersonal skills

Multicultural teamwork

Education

College diploma

University degree (preferred)

Tools

SAP

Salesforce

Microsoft Office (Excel, PowerPoint, Outlook)

Power BI

Job description

Employment Type: Permanent

Contract Duration:

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to makeaviation 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.

Travel Required: N

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward tohearing from you!