Customer Service Specialist

INTERNATIONAL AIR TRANSPORT ASSOCIATION; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An international organization is seeking a Customer Service Specialist to join their team in Singapore. This role requires excellent interpersonal skills and a strong customer service ethic. The ideal candidate will have a university degree, 1-3 years of relevant experience, and fluency in English and Thai. Responsibilities include handling customer inquiries, maintaining customer records, and supporting a diverse, collaborative environment.

Qualifications

• 1-3 years of relevant experience in front office departments.
• Ability to communicate effectively with internal/external stakeholders.
• Fluency in English and Thai.

Responsibilities

• Assist customers across multiple channels.
• Handle inquiries and provide timely responses.
• Maintain customer records by updating CRM.

Skills

Interpersonal skills

Problem-solving

Customer service ethics

Team player

Proactive approach

Initiative

Education

University degree in business administration or a related field

Tools

CRM

MS Office

Job description

About 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:

• 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.

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 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;
• Ability to fluently speak English and Thai. The Customer Service Specialist will have to effectively communicate and support customers in Thailand. Knowledge of Thai is essential.
• Embrace IATA’s corporate values.
• Legally authorized to work in Singapore without the need for visa sponsorship; this position is open to Singapore Citizens and Permanent Residents only.