JOB DESCRIPTION

Employment Type: Fixed Term Contract
Contract Duration: 6 months

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, Customer Service and be part of a multicultural and
diverse team. You will be responsible for all front-line Customer Service (CS) activities handled by
IATA”s Customer Service Center (CSC) based in Madrid and work within a fast-paced
environment alongside driven, upbeat, and dynamic colleagues.

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.

 

We would love to hear from you if you have

1-3
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
backgrounds;

A strong sense of Customer Service ethics according to IATA”s corporate
philosophy and values;

Strong CRM knowledge and proficiency in MS Office and other IT related matters;

A result driven personality and integrity;

A proactive approach to problem solving;

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;

Fluency in written and spoken English as well as, Italian and/or French languages are mandatory;

Flexibility to work on bank holidays.

Competencies: Customer Focus, Relationship Building, Learning Agility, Driving
and Achieving Results, Attention to details, Team Work, Cultural Intelligence,
Communication Skills

Travel Required: N

 

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!