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Jazykové dovednosti : Čeština Název práce : Customer Experience Associate, IATA Training (Talent Pool)
Informace o společnosti : IATA
Země Switzerland
Město Amsterdam
Náplň práce: * Act as a point of after-sales contact, providing timely and effective operational support and response to customer queries through multiple channels (phone, email, web, and social media platforms) in accordance with Service Level Agreements and Standard Operating Procedures (SOP) based on required business metrics (KPI) * Pro-actively reach out to customers for sales opportunities, converting queries into closed sales, collaborating with Regional Direct Sales * Conduct after-sales calls using consultative and influencing selling techniques to create positive results * Collect customer feedback and follow up to increase customer loyalty * Engage and serve IATA Training’s followers on social media platforms, leveraging sales opportunities * Build and maintain up-to-date customer databases, document all customer interactions and queries in IATA’s CRM - Salesforce * Address and resolve customer complaints * Report after-sales activities and results, with recommendations to the Manager, Distance Learning * Work with other IATA Training team members, Direct Sales, and Marketing to acquire new opportunities * Contribute to any other customer service and operational tasks as required by the Manager, Distance Learning Qualifications: * University degree in business administration, marketing, economics, adult education or a related field * 2-3 years of professional experience in a customer service or business support function; experience in the air transport or travel industry would be an asset * Strong customer focus with a high level of initiative and experience to conduct outbound sales calls * Ability to work as a strong team player in a dynamic, multi-cultural, and fast paced environment * Proven organizational skills with the ability to set priorities, handle multiple tasks simultaneously whilst maintaining a high level of attention to detail and respecting deadlines * Excellent interpersonal skills and ability to communicate effectively with internal and external stakeholders from diverse cultures and backgrounds * Experience in proactive problem solving and conflict resolution * Excellent English written/verbal communication skills; knowledge of French and/or Spanish is an asset * Highly computer literate, particularly in MS Office; proficiency in Customer Relationship Management (CRM) Tools, e.g. Salesforce is a definite advantage  ------------------------- At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are: * Act with integrity and uphold our standards * Think strategically in support of the global big picture * Partner and manage to create high performing teams * Putting people first by acting with a simple human touch Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
Požadované znalosti/dovednosti: Reporting to the Manager, Distance Learning, the incumbent will be responsible for providing premium after-sales service to our customers worldwide, to increase customer satisfaction and loyalty,  support recurring and new business to secure revenue objectives. 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.
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Název práce

Customer Experience Associate, IATA Training (Talent Pool)


Vyjmout jazyk

English


Podrobnosti o práci
Typ zaměstnaneckého poměru: Nespecifikováno

Platové zařazení Nespecifikováno

Země Canada

Město Montreal

Náplň práce:
* Act as a point of after-sales contact, providing timely and effective operational support and response to customer queries through multiple channels (phone, email, web, and social media platforms) in accordance with Service Level Agreements and Standard Operating Procedures (SOP) based on required business metrics (KPI)
* Pro-actively reach out to customers for sales opportunities, converting queries into closed sales, collaborating with Regional Direct Sales
* Conduct after-sales calls using consultative and influencing selling techniques to create positive results
* Collect customer feedback and follow up to increase customer loyalty
* Engage and serve IATA Training’s followers on social media platforms, leveraging sales opportunities
* Build and maintain up-to-date customer databases, document all customer interactions and queries in IATA’s CRM - Salesforce
* Address and resolve customer complaints
* Report after-sales activities and results, with recommendations to the Manager, Distance Learning
* Work with other IATA Training team members, Direct Sales, and Marketing to acquire new opportunities
* Contribute to any other customer service and operational tasks as required by the Manager, Distance Learning

Qualifications:

* University degree in business administration, marketing, economics, adult education or a related field
* 2-3 years of professional experience in a customer service or business support function; experience in the air transport or travel industry would be an asset
* Strong customer focus with a high level of initiative and experience to conduct outbound sales calls
* Ability to work as a strong team player in a dynamic, multi-cultural, and fast paced environment
* Proven organizational skills with the ability to set priorities, handle multiple tasks simultaneously whilst maintaining a high level of attention to detail and respecting deadlines
* Excellent interpersonal skills and ability to communicate effectively with internal and external stakeholders from diverse cultures and backgrounds
* Experience in proactive problem solving and conflict resolution
* Excellent English written/verbal communication skills; knowledge of French and/or Spanish is an asset
* Highly computer literate, particularly in MS Office; proficiency in Customer Relationship Management (CRM) Tools, e.g. Salesforce is a definite advantage 

-------------------------

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

* Act with integrity and uphold our standards
* Think strategically in support of the global big picture
* Partner and manage to create high performing teams
* Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

Požadované znalosti/dovednosti:
Reporting to the Manager, Distance Learning, the incumbent will be responsible for providing premium after-sales service to our customers worldwide, to increase customer satisfaction and loyalty,  support recurring and new business to secure revenue objectives. 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.


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Zaměstnavatel Logo společnosti

IATA
Informace o společnosti
Společnost Vaše jméno
IATA Nespecifikováno
Adressa Země
xxxxxxx Amsterdam, Switzerland
telefon Fax
skryto skryto
Webové stránky E-mailová adresa
Nespecifikováno skryto


Úvod
Welcome to IATA Human Capital

At IATA, we are putting our people at the centre of the business agenda. Over the past few years, the air transport industry has met several challenges. In order to ensure its success, it had to simplify the way it does business.

In that context, IATA is looking for people who:

* Can adapt quickly to a changing environment
* Are team players
* Are results-oriented
* Value excellence in customer-service

At IATA, we are working hard at providing our employees with a great working and learning environment. Here are some of our Human Capital priorities for 2007:

* Reviewing our organisational structure creatively and professionally
* Attracting, selecting and retaining the best employees
* Helping our employees go through changes by increasing our focus on management development and improving our internal communications
* Maintaining a results-driven corporate culture by directly measuring achienvements against accountabilities and behaviours.

As some of our Members and partners, we have gone through an extensive re-engineering of the ways we manage our staff.

In 2003, we introduced new staff selection process, performance assessment and rewards systems.

In 2004, we improved our structure to make IATA a well-integrated organisation by introducing the matrix model. Our goal was to facilitate cross-divisional collaboration and circulation of best practices.

In 2005, we reviewed our organisational design to reduce the number of layers and broaden the span of control. Additionally, we developed a dynamic sales organisation and culture.

In 2006, we consolidated European regional offices into one unique hub and drove staff development from simply training to focus on a leadership & learning role.

Also, in cooperation with Dr. Noel Tichy of the University of Michigan School of Business, we have successfully launched the IATA Change Leadership (ICL) and the IATA Leadership Development Programme (ILDP), which act as incubators for preparing the next generation of IATA leaders.

Additionally, the IATA Internship Programmes (IIP) allows us to attract and develop - on a worldwide basis - the best among young talents interested in joining the air transport industry.
If you share our values and are up to the challenge, please visit our Career section to find out about our job opportunities or submit your application for the Internship programme.
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