Employment Type: Permanent
Contract Duration:

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 not just words on a page – they 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 believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous ”work from abroad” policy, and you get your birthday off!

About the team you are joining

You will report to the Manager, IATA Customer
Service Center in Montreal and will be responsible for delivering the highest
level of customer service to IATA customers, which consists of Airlines,
Travel/Cargo Agents and Third Parties. The role encompasses all areas of
customer service, including communication and query handling, as well as contact
and document maintenance.
This role requires you to work in a fast-paced, multi-cultural team environment
and be able to identify critical issues in a high volume of cases. Experience
in query / support queue management is highly desirable. The role requires
strong customer service skills and the ability to process customer disputes.

What your day would be like

• Manage 30+ items daily comprising of Phone Calls,
  Chats, Queries, Escalations and Debt Collections.
• Provide exceptional customer experience both written and spoken, achieving a very high quality results measured by customer satisfaction.
• Support IATA’s 24/7 emergency structure outside of the regular business hours
  which involves being scheduled on Public Holidays, Weekends and on call duties.
• Complete Debt Collections within the stipulated time frame as defined with
  zero tolerance level.
• Resolve L1 and L2 customer queries within the business hours allocated to the topic area.
• Ensure L3 issues customer queries are escalated appropriately to the correct
  internal departments and responses are received within the allocated KPIs.
• Listen carefully to Customer Complaints and provide relevant feedback for
  improvement.
• Participate in Customer Service Projects, where appropriate, and contribute to
  the success of the IATA Customer Service Center.
• Collaborate with colleagues and other support team members to provide better
  and improve customer service across the organization.
• Tracks self-performance and acts
  responsibly towards the achievement of the overall team targets.
• Support customer recoveries by explaining
  procedures; forwards required solutions/adjustments.
• Supports any other tasks as required by
  the Manager, Customer Service.

We would love to hear from you if

• 1-3 years of relevant experience in
  front office departments.
• A
  minimum qualification in a relevant college diploma is required, a relevant
  University Degree is preferred.
• 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.
• Fluency
  in spoken and written English & Spanish. Portuguese & French Language are a plus.
• Knowledge of IATA Products & Services, Financial Services, Industry
  Business Intelligence, Training and Publications are an asset.
• Knowledge
  of SAP, CRM Systems (Salesforce) and Microsoft applications (advance Excel,
  Advance Power Point, Power BI, Outlook, Sharepoint) are an asset.
• 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.

Travel Required: No

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!