Customer Service Specialist

INTERNATIONAL AIR TRANSPORT ASSOCIATION; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

The International Air Transport Association (IATA) in Singapore is seeking a Customer Service Specialist to deliver outstanding service to airlines, travel agents, and third parties. You will report to the Manager, IATA Customer Service Center in Singapore and handle a wide range of inquiries and documentation with accuracy and courtesy.

Daily you will manage 30+ items across calls, chats and emails, provide high-quality written and spoken responses, and support 24/7 emergency coverage.

Qualifications

• Bachelor's degree in business administration or related field.
• 1-3 years of relevant experience in front office/customer service.
• Fluent English; Korean language skills are essential for South Korea support.
• Knowledge of SAP, CRM systems (Salesforce) and Microsoft apps is an asset.
• Able to maintain high customer service standards and strong ethics.

Responsibilities

• Handle 30+ daily items across calls, chats, queries, escalations and debt collections.
• Deliver exceptional customer experience in written and spoken form with high-quality outcomes.
• Provide support for 24/7 emergency structure, including holidays and weekends when scheduled.
• Resolve Level 1/2 queries; escalate Level 3 as needed with KPI timelines.
• Listen to customer complaints and provide feedback for service improvements.
• Participate in CS projects and collaborate with teams to enhance customer service.
• Track performance and support customer recoveries with clear explanations.

Skills

Interpersonal skills

Effective communication

Teamwork

Problem solving

Prioritization

Customer service ethics

Education

Bachelor's degree in Business Administration

Tools

SAP

Salesforce CRM

Microsoft Excel

Power BI

PowerPoint

Outlook

SharePoint

Job description

About the team you are joining

You will report to the Manager, IATA Customer Service Center in Singapore 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

• 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.