International Air Transport Association (IATA) Hiring for Customer Service Specialist at Montréal, QC Full Time

Employment Type: Permanent
Contract Duration:

About the team you are joining

You will report to the Manager, IATA Customer Service Center in Montreal and will be responsible for delivering the highest level of customer service to IATA customers: 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 to English and Language specific customers both written and spoken, achieving over 92% customer satisfaction scores daily.
• 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 (9 or 24) 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 9 business hours.
• Listen carefully to Customer Complaints and provide relevant feedback for improvement within 9 hrs.
• 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.
• Monitor trends and provide feedback to the management.

We would love to hear from you if

• 2 years of experience in customer service environment with multiple channels (Phone, Chat, CRM System) is preferred.
• A relevant University Degree is preferred.
• Fluency in English, Spanish and Portuguese, knowledge of other languages are an asset.
• Knowledge of IATA Products & Services, Financial Services, Industry Business Intelligence, Training and Publications are an asset.
• Knowledge of SAP, CRM Systems (Sales Force) and Microsoft applications (advance Excel, Advance Power Point, Power BI, Outlook, Sharepoint) are an asset.

Travel Required: N

Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.

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!