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Customer Service Specialist

Customer Service Specialist

International Air Transport Associationmadrid, España
Hace más de 30 días
Descripción del trabajo

Employment Type : Permanent

Contract Duration : N / A

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 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 support continuous learning and your growth in an ever-changing industry.
  • Diversity, equity, and inclusion are priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
  • We encourage community involvement through volunteering and support causes important to you, offering time off for engagement.
  • We promote work-life balance with flexible options, including remote and hybrid work, a 'work from abroad' policy, and your birthday off!

About the team you are joining

You will report to the Manager, Customer Service, and be part of a multicultural, diverse team. Your responsibilities will include all front-line Customer Service activities handled by IATA's Customer Service Center (CSC) based in Madrid, working in a fast-paced environment with driven colleagues.

What your day would be like

  • Answer product and service questions to attract potential customers and suggest additional information.
  • Follow up on pending / overdue payments.
  • Handle inquiries, subscription activations, and communication distribution.
  • Maintain customer records by updating CRM.
  • Support Business Continuity Plan requirements.
  • Attend training and educational opportunities to update job knowledge.
  • Complete customer service tasks aligned with organizational goals.
  • Identify and escalate opportunities for improvement.
  • Track performance and contribute to team targets.
  • Support processes and projects as needed.
  • Assist customer recoveries by explaining procedures and forwarding solutions.
  • Perform other tasks as required by the Manager, Customer Service.

    • We would love to hear from you if you have

  • 1-3 years of relevant experience in front office roles.
  • Excellent interpersonal and communication skills across cultures.
  • Strong customer service ethics aligned with IATA’s values.
  • Proficiency in CRM, MS Office, and IT-related skills.
  • Results-driven with integrity and a proactive problem-solving approach.
  • Ability to work in a fast-paced, multicultural environment, organized to meet deadlines.
  • Fluency in written and spoken English and at least one other European language.
  • Flexibility to work on bank holidays.

    • Competencies

    Customer Focus, Relationship Building, Learning Agility, Driving Results, Attention to Detail, Teamwork, Cultural Intelligence, Communication Skills

    Travel Required :

    Learn more about IATA’s role, benefits, and team at iata / careers / . We look forward to hearing from you!

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