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Language : English Job title : Customer Service Specialist
Company details : IATA
Country: Switzerland
City: Amsterdam
Responsibilities: 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 European region; Provide BSPlink/CASSlink help-desk functions; Handle day to day multi-functional operational support; Be part of a customer centric dedicated team; 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 European region; Liaise with other IATA business units; Proactively communicate with customers; Assist in maintaining up-to-date internal databases (Maestro, BSP Link, CASSlink, AIMS, others) and document all customer interactions and queries in IATA’s Customer Relationship Management (CRM) tool - SalesForce; Be the customer's point of contact for IATA Resolutions and Settlement Systems procedures; Contribute to any other tasks as required by the Manager, Customer Service. Qualifications: University degree in business administration or a related field; 1-3 years of 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 values; 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 (CRM)Tools is 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; Excellent written/verbal communication skills in English. In addition to this, the candidate needs to be Fluent in at least two of the following languages: German, French, Dutch, Spanish, Turkish, Greek.  Competencies: Customer Focus, Relationship Building, Learning Agility, Driving and Achieving Results, Attention to details, Team Work, Cultural Intelligence, Communication Skills  ------------------------- 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.
Required skills: Reporting to the 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. Furthermore, the incumbent will be 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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Customer Service Specialist ,
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Job title

Customer Service Specialist


Job language

English


Job details
Employment type: Not Specified

Salary range: Not Specified

Country: Spain

City: Madrid

Responsibilities:
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 European region;
Provide BSPlink/CASSlink help-desk functions;
Handle day to day multi-functional operational support;
Be part of a customer centric dedicated team;
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 European region;
Liaise with other IATA business units;
Proactively communicate with customers;
Assist in maintaining up-to-date internal databases (Maestro, BSP Link, CASSlink, AIMS, others) and document all customer interactions and queries in IATA’s Customer Relationship Management (CRM) tool - SalesForce;
Be the customer's point of contact for IATA Resolutions and Settlement Systems procedures;
Contribute to any other tasks as required by the Manager, Customer Service.

Qualifications:

University degree in business administration or a related field;
1-3 years of 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 values;
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 (CRM)Tools is 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;
Excellent written/verbal communication skills in English. In addition to this, the candidate needs to be Fluent in at least two of the following languages: German, French, Dutch, Spanish, Turkish, Greek. 
Competencies:
Customer Focus, Relationship Building, Learning Agility, Driving and Achieving Results, Attention to details, Team Work, Cultural Intelligence, Communication Skills 

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

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.

Required skills:
Reporting to the 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. Furthermore, the incumbent will be 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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Introduction
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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