Employment Type: Permanent
Contract Duration:
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 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 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
- Assist customers across multiple channels.
- Attract potential customers by answering product & service questions; suggests information about products & services.
- Follow up on pending /overdue payments.
- Handle inquiries and provide timely responses.
- Handle requests and activate subscriptions.
- Handle communication distribution requirements.
- Maintain customer records by updating CRM.
- Support Business Continuity Plan requirements.
- Update job knowledge by attending a training & educational opportunities.
- Accomplish customer service and organization mission by completing related results as needed.
- Identify and escalate improvement opportunities.
- Track self-performance and act responsibly towards the achievement of the overall team targets.
- Champion for process/projects support.
- Support customer recoveries by explaining procedures; forward required solutions/adjustments.
- 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.
- Support 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;
- Fluency in English and Japanese are mandatory; to effectively communicate and support customers in Japan;
- 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.
Travel Required: N
Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!
