Customer Service Specialist

About the team you are joining

Reporting to the Manager, Customer Service, the incumbent will be responsible for all front-line Customer Services (CS) activities handled by IATA's Customer Service Center (CSC) based in Madrid.

What your day would be like

Attract potential customers by answering product and service questions and suggesting additional information;

Follow up on pending/overdue payments;

Handle enquiries, requests, subscription activations and communication distribution requirements;

Maintain customer records by updating CRM;

Support Business Continuity Plan requirements;

Update job knowledge by attending training & educational opportunities;

Accomplish customer service and organization mission by completing related results as needed;

Identify and escalate improvement opportunities;

Track self-performance and act responsibly towards the achievement of the overall team targets;

Champion for process/project support;

Assist customer recoveries by explaining procedures; forward required solutions/adjustments;

Support any other tasks as required by the Manager, Customer Service.