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8 months ago
Location: Madrid
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs

Reporting to the Global Delivery Center Director, the incumbent will be responsible for all Customer Services (CS) activities relating to the ISS operations handled by the Madrid GDC, leading developing and managing the CS team and coordinating the rest of the departments into developing a customer centric culture and organization


Direct a Customer Service Representative team to ensure timely and effective customer care, maximizing customer experience for all stakeholders and ISS operations participants;
Ensure compliance and manage changes to the global Standard Operating Procedure (SOP) for customer service responsibilities;
Responsible point of contact for IATA’s resolutions and Billing and Settlement Plan (BSP) and CASS procedures;
Cooperate with the GDC Director and the rest of the department heads into building and driving a customer centric organization;
Build and translate the global strategy into the ISS operations and ensure effective internal and external communication, customer oriented mindset and successful cohesiveness within the different Global Delivery teams;
Be responsible for targets and projects achievement in a highly culturally diverse environment;
Assist the GDC Director, with the rest of the Head of Departments, in managing and coordinating the office activities and innitiatives;
Be present in local Governance forums and attend key customers on matters related to CS when required;
Cooperate with the GDC Director and FDS management to maximize the revenue generation through the development and implementation of sales strategies for FDS products;
Cooperate with the GDC Director in the implementation of NewGen ISS and any other global FDS initiatives for the ISS operations assigned to the Madrid Center;
Contribute to the improvement and development of the Customer Services operation in order to bring it to a higher level, in close cooperation with the rest of FDS departments;
Implement the Round the Clock GDC strategy in CS to cover global requirements for operations handled by other GDCs, and act as backup for Business Continuity scenarios.

Qualifications and Skills

University degree in a relevant discipline, advance studies would be an asset;
15 years of relevant experience in front office departments;
Proven ability to effectively lead and manage large front office teams is a must; strong leadership skills;
Strategic and innovative thinking; proven track record of innovation and continuous process improvements in customer service;
In-depth first-hand knowledge of the cutting edge, innovative approaches and best practices in the area of customer service and care;
Strong CRM knowledge;
Ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background; ability to speak in public;
Initiative and ability to perform under pressure; structured, delivery-oriented approach;
Proficiency with MS Office and other IT related matters;
Fluency in English; knowledge of other languages will be an asset;
Ability to work in partnership;
Availability to travel.


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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