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Language : English Job title : Assistant Manager, Customer Service
Company details : IATA
Country: Switzerland
City: Amsterdam
Responsibilities: * Assists operational management by keeping oversight on operational tasks; * Assists key accounts/differentiated service offering across multiple channels; * Accomplishes customer service and organization mission by completing related tasks / results as needed; * Handles escalated queries from CSR/CSS as an SME; coordinates with internal departments; * Handles complaints and provides timely solutions; * Handles customer recoveries by explaining procedures; forwards required solutions /adjustments; * Handles incidents and improves quality by recommending changes; * Identifies new products & services; * Identifies and escalates improvement opportunities; * Improves customer service quality by supporting with monitoring case / call handling of CSR / CSS; * Organizes and imparts training to new joiners / subordinates as well as any refresher on specific areas of expertise; * Supports Business Continuity Plan requirements; * Tracks self-performance and acts responsibly towards the achievement of the overall team targets; * Updates job knowledge by attending training & educational opportunities; * Champion for process / projects support; * Supports any other tasks as required by the Manager, Global Customer Service Center. Qualifications: * University degree in business administration or a related field;  * 3-5 years of relevant experience in front office departments; * Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background with a strong sense of Customer Service ethics according to IATA's corporate philosophy;  * Strong CRM knowledge and proficiency with MS Office and other IT related matters; * Be result driven and demonstrate personal integrity * Proactive approach to problem solving; * Ability to set priorities, and work with speed with a strong customer focus and a high level of drive and energy; Strong ability to take initiative; * 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 demonstrate leadership skills and support management and the team with a pro-active approach   * Fluency in English; knowledge of other languages will be an asset; * Embrace IATA’s corporate values; ------------------------- People are at the heart of everything we do at IATA. We all have different personalities, styles and areas of expertise, but we have one thing in common – the way in which we act which is guided by our values: * We build standards through expertise * We champion the global big picture * We partner for mutual benefits * We act with a simple human touch Here at IATA we are proud of being Diverse and Inclusive – we have people with diverse backgrounds who come from all over the world. Together we build a business of freedom where people can be true to themselves in an environment that recognizes good work and personal qualities
Required skills: Reporting to the Head, Customer Services, the incumbent will be responsible for front-line Customer Services (CS) activities and operational management activities supported by Singapore, IATA Global Customer Services Center (GCSC).
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Job title

Assistant Manager, Customer Service


Job language

English


Job details
Employment type: Not Specified

Salary range: Not Specified

Country: Singapore

City: Singapore

Responsibilities:
* Assists operational management by keeping oversight on operational tasks;
* Assists key accounts/differentiated service offering across multiple channels;
* Accomplishes customer service and organization mission by completing related tasks / results as needed;
* Handles escalated queries from CSR/CSS as an SME; coordinates with internal departments;
* Handles complaints and provides timely solutions;
* Handles customer recoveries by explaining procedures; forwards required solutions /adjustments;
* Handles incidents and improves quality by recommending changes;
* Identifies new products & services;
* Identifies and escalates improvement opportunities;
* Improves customer service quality by supporting with monitoring case / call handling of CSR / CSS;
* Organizes and imparts training to new joiners / subordinates as well as any refresher on specific areas of expertise;
* Supports Business Continuity Plan requirements;
* Tracks self-performance and acts responsibly towards the achievement of the overall team targets;
* Updates job knowledge by attending training & educational opportunities;
* Champion for process / projects support;
* Supports any other tasks as required by the Manager, Global Customer Service Center.

Qualifications:

* University degree in business administration or a related field; 
* 3-5 years of relevant experience in front office departments;
* Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background with a strong sense of Customer Service ethics according to IATA's corporate philosophy; 
* Strong CRM knowledge and proficiency with MS Office and other IT related matters;
* Be result driven and demonstrate personal integrity
* Proactive approach to problem solving;
* Ability to set priorities, and work with speed with a strong customer focus and a high level of drive and energy; Strong ability to take initiative;
* 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 demonstrate leadership skills and support management and the team with a pro-active approach  
* Fluency in English; knowledge of other languages will be an asset;
* Embrace IATA’s corporate values;

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

People are at the heart of everything we do at IATA. We all have different personalities, styles and areas of expertise, but we have one thing in common – the way in which we act which is guided by our values:

* We build standards through expertise
* We champion the global big picture
* We partner for mutual benefits
* We act with a simple human touch

Here at IATA we are proud of being Diverse and Inclusive – we have people with diverse backgrounds who come from all over the world. Together we build a business of freedom where people can be true to themselves in an environment that recognizes good work and personal qualities

Required skills:
Reporting to the Head, Customer Services, the incumbent will be responsible for front-line Customer Services (CS) activities and operational management activities supported by Singapore, IATA Global Customer Services Center (GCSC).


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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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