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Customer Service Representative
Description
Reporting to the Manager, IATA Customer Service Center in Montreal (YMQ), the incumbent will be responsible for delivering the highest level of customer service to IATA customers.
The role encompasses all areas of customer service, including communication and query handling, as well as contact and document maintenance.
This role requires someone able to work in fast-paced environment and 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.
Employees in this position can grow to perform client relationship roles and credit / debit management roles for all IATA products either in the center or the regions.
Responsibilities
* Ensuring customer database and related documentation is up to date and accurate;
* Actively managing the flow of incoming and outgoing communications;
* Communicating with customers in a timely and professional manner;
* Reviewing dispute files and liaising with customers regarding their submissions, and distribute these files to the data transformation team for processing.
* Request customers to submit supporting documentation for their disputes;
* Perform administrative duties such as mailing reminder letters and processing returned mail;
* Bringing constant quality to customer service processes by focusing on efficiency and standards.
Qualifications and Skills
The list below represents the optimal list of skills, however candidates lacking a few skills should still apply as training can be provided.
Totally skilled and fully capable in:
* Written professional English
* Spoken professional English
* Customer service
* Communication & interpersonal skills
* Time-management and organizational skills
* Multi-tasking & prioritization
* Teamwork
* Compliance & ethics
* Essential skills with some limitation in:
* Additional languages
* Client & stakeholder management
* Airline industry knowledge
Fair knowledge and skill, possibly with supervision, in:
* Negotiation skills, particularly in relation to debt management
* Systems: SAP, Sales-force, Excel, MS Office Programs, Outlook
* Systems: Share-point, PowerPoint, Visio
* Basic skills and/or limited knowledge in:
* Strategic thinking
* Legal knowledge, particularly in relation to bankruptcy law
* Quality
* Risk management
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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.
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