Customer Service Specialist

IATA Consulting; Singapore; On-site; SGD 36,000 - 58,000; Full time

Benefits offered by this job

Remote and hybrid work options

Birthday off

Work from abroad policy

Job summary

IATA Singapore is seeking a Customer Service Specialist to deliver top-tier service to Airlines, Travel/Cargo Agents and third parties. You will manage inquiries in a fast-paced, multi-cultural environment, handling phone, chat and email with a strong focus on accuracy and customer satisfaction.

You should hold a university degree in business administration, 1–3 years in front-office roles, and be fluent in English and Korean. Proficiency in SAP, Salesforce, Excel and Power BI is an asset.

Qualifications

• A university degree in business administration or related field.
• 1-3 years of relevant experience in front office.
• Excellent interpersonal skills and ability to communicate effectively with internal/external stakeholders.
• Knowledge of IATA Products & Services, Financial Services, Industry Business Intelligence, Training and Publications.
• Knowledge of SAP, CRM Systems (Salesforce) and Microsoft applications (Excel, PowerPoint, Power BI, Outlook, SharePoint).
• 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.
• Fluent in English and Korean; able to support customers in South Korea.
• Embrace IATA’s corporate values.

Responsibilities

• Manage 30+ items daily including calls, chats, queries, escalations and debt collections.
• Provide exceptional customer experience in written and spoken form.
• Support 24/7 emergency structure including holidays and weekends.
• Complete debt collections within defined timeframes.
• Resolve L1/L2 queries within business hours.
• Escalate L3 issues to appropriate internal departments and meet KPIs.
• Listen to customer complaints and provide feedback for improvement.
• Collaborate on customer service projects and initiatives.

Skills

English fluency

Korean language

Interpersonal skills

Communication

Education

Bachelor's degree in business administration

Tools

SAP

Salesforce

Excel

Power BI

SharePoint

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 CustomerService Center in Singapore 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 ascontact 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 ahigh volume of cases. Experience in query / support queue management is highlydesirable. The role requires strong customer service skills and the ability toprocess 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

• 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 background with a strong sense of Customer Service ethics according to IATA's corporate philosophy.
• 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.
• Ability to fluently speak English and Korean. The Customer Service Specialist will have to effectively communicate and support customers in South Korea. Knowledge of Korean is essential.
• 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!