Job Description

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

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.

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 and Italian/French is mandatory; fluency in any other European language would be an advantage;

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