Customer Service Specialist

International Air Transport Association; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A leading organization in the aviation industry seeks a dedicated Customer Service Representative to join their multicultural team in Madrid. You will be responsible for responding to inquiries, maintaining customer records, and contributing to service improvement. Ideal candidates will possess strong interpersonal skills and a passion for customer service, with fluency in English and another European language. This role supports opportunities for personal and professional growth in a dynamic work environment.

Servicios

Flexible work options including remote and hybrid work

Time off for community involvement and volunteering

Formación

• 1-3 years of relevant experience in front office roles.
• Fluency in English and at least one other European language.

Responsabilidades

• Answer product and service questions to attract potential customers.
• Handle inquiries and maintain customer records using CRM.
• Support processes and assist customer recoveries.

Conocimientos

Interpersonal skills

Communication skills

Customer service ethics

Problem-solving

Cultural intelligence

Herramientas

CRM

MS Office

Descripción del empleo

Employment Type: Permanent

Contract Duration: N/A

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 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 support continuous learning and your growth in an ever-changing industry.
• Diversity, equity, and inclusion are priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and support causes important to you, offering time off for engagement.
• We promote work-life balance with flexible options, including remote and hybrid work, a 'work from abroad' policy, and your birthday off!

About the team you are joining

You will report to the Manager, Customer Service, and be part of a multicultural, diverse team. Your responsibilities will include all front-line Customer Service activities handled by IATA's Customer Service Center (CSC) based in Madrid, working in a fast-paced environment with driven colleagues.

What your day would be like

• Answer product and service questions to attract potential customers and suggest additional information.
• Follow up on pending/overdue payments.
• Handle inquiries, subscription activations, and communication distribution.
• Maintain customer records by updating CRM.
• Support Business Continuity Plan requirements.
• Attend training and educational opportunities to update job knowledge.
• Complete customer service tasks aligned with organizational goals.
• Identify and escalate opportunities for improvement.
• Track performance and contribute to team targets.
• Support processes and projects as needed.
• Assist customer recoveries by explaining procedures and forwarding solutions.
• Perform other tasks as required by the Manager, Customer Service.

We would love to hear from you if you have

• 1-3 years of relevant experience in front office roles.
• Excellent interpersonal and communication skills across cultures.
• Strong customer service ethics aligned with IATA’s values.
• Proficiency in CRM, MS Office, and IT-related skills.
• Results-driven with integrity and a proactive problem-solving approach.
• Ability to work in a fast-paced, multicultural environment, organized to meet deadlines.
• Fluency in written and spoken English and at least one other European language.
• Flexibility to work on bank holidays.

Competencies

Customer Focus, Relationship Building, Learning Agility, Driving Results, Attention to Detail, Teamwork, Cultural Intelligence, Communication Skills

Travel Required:

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Learn more about IATA’s role, benefits, and team at iata/careers/. We look forward to hearing from you!