Narrative
Description
Description
Reporting to the Assistant Manager, Customer
Services, the incumbent will be responsible for front-line customer service,
case management, and stakeholder support to IATA’s business partners in the
day-to-day operations of the BSP (Billing & Settlement Plan) and CASS
(Cargo Account Settlement Systems) within the scope of IATA’s directives and
procedures. Further he/she is responsible for complying with IATA global
customer service process standards, Customer Relationship Management (CRM) tool
user guidelines, and industry best practices.
Services, the incumbent will be responsible for front-line customer service,
case management, and stakeholder support to IATA’s business partners in the
day-to-day operations of the BSP (Billing & Settlement Plan) and CASS
(Cargo Account Settlement Systems) within the scope of IATA’s directives and
procedures. Further he/she is responsible for complying with IATA global
customer service process standards, Customer Relationship Management (CRM) tool
user guidelines, and industry best practices.
Responsibilities
Provide the necessary high level of quality and
support to IATA’s business partners involved in the day to day operations of
IATA’s distribution services in the Asia Pacific region; Liaise with IATA
business units and coordinate customer service activities; Proactively
communicate with Airlines and Travel Agents; Provide timely and effective
customer solutions in accordance with Service Level Agreements and Standard
Operating Procedures; Provide customer assistance through multiple channels
(phone, web, email) to stakeholders within the Asia Pacific regions and be part
of a customer centric dedicated team; Assist in maintaining up-to-date internal
databases (Maestro, BSP Link, AIMS, others) and document all customer
interactions and queries in IATA’s Customer Relationship Management (CRM) tool
– SalesForce; Be the customers point of contact for IATA Resolutions and
Settlement Systems procedures; Pro-actively handle ticket stock distribution
and Standard Administrative Forms and distribution replenish customer orders;
and Contribute to any other tasks as required by the Manager, Customer Service.
support to IATA’s business partners involved in the day to day operations of
IATA’s distribution services in the Asia Pacific region; Liaise with IATA
business units and coordinate customer service activities; Proactively
communicate with Airlines and Travel Agents; Provide timely and effective
customer solutions in accordance with Service Level Agreements and Standard
Operating Procedures; Provide customer assistance through multiple channels
(phone, web, email) to stakeholders within the Asia Pacific regions and be part
of a customer centric dedicated team; Assist in maintaining up-to-date internal
databases (Maestro, BSP Link, AIMS, others) and document all customer
interactions and queries in IATA’s Customer Relationship Management (CRM) tool
– SalesForce; Be the customers point of contact for IATA Resolutions and
Settlement Systems procedures; Pro-actively handle ticket stock distribution
and Standard Administrative Forms and distribution replenish customer orders;
and Contribute to any other tasks as required by the Manager, Customer Service.
Qualifications
and Skills
and Skills
University degree in business administration or a
related field; 1-3 years’ professional experience in a business support
function, preferably in a multicultural/commercial environment; experience
within the air transport or travel industry would be an advantage; Embrace
IATA’s corporate value; 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 set
priorities and work with a high level of drive, energy and speed with a strong
customer focus on proactive problem solving, conflict resolution, continuous
follow-up, and client retention; Excellent IT skills, particularly MS office;
proficiency in Customer Relationship Management Tools are an asset; 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; and Excellent written/verbal communication skills in English are a
must, whilst proficiency in other regional languages would be an asset. Since
IATA is servicing customers and members throughout the Asia Pacific region,
candidates must be willing to work in dedicated shifts, possibly on weekends or
official public holidays. Compensation applies in accordance with the local
Conditions of Employment.
related field; 1-3 years’ professional experience in a business support
function, preferably in a multicultural/commercial environment; experience
within the air transport or travel industry would be an advantage; Embrace
IATA’s corporate value; 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 set
priorities and work with a high level of drive, energy and speed with a strong
customer focus on proactive problem solving, conflict resolution, continuous
follow-up, and client retention; Excellent IT skills, particularly MS office;
proficiency in Customer Relationship Management Tools are an asset; 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; and Excellent written/verbal communication skills in English are a
must, whilst proficiency in other regional languages would be an asset. Since
IATA is servicing customers and members throughout the Asia Pacific region,
candidates must be willing to work in dedicated shifts, possibly on weekends or
official public holidays. Compensation applies in accordance with the local
Conditions of Employment.
Candidates
must possess and exhibit the following core IATA values:
must possess and exhibit the following core IATA values:
Be people and team oriented, focused on results,
embrace innovation and change, and demonstrate leadership and personal
integrity
embrace innovation and change, and demonstrate leadership and personal
integrity
How to Apply
Interested candidates are required to follow the
link below to apply
link below to apply
