4 months ago
Reporting to the Head, Customer Service, the incumbent will be responsible for front-line customer service, case management and stakeholder support to IATA's business partners in the day-to-day operations of the BSP (Billing & Settlement Plan) and CASS (Cargo Account Settlement Systems) within the scope of IATA’s directives and procedures, as well as ensuring compliance with IATA global customer service process standards, Customer Relationship Management (CRM) tool user guidelines, and industry best practices.
Provide timely and effective customer solutions in accordance with Service Level Agreements and Standard Operating Procedures;
Provide customer assistance through multiple channels (phone, web, chat, e-mail) to stakeholders, primarily in Malaysia while also supporting stakeholders across the regions;
Handle day to day multi-functional operational support;
Be part of a customer centric dedicated team;
Provide the necessary high level of quality and support to IATA’s business partners involved in the day to day operations of IATA’s distribution services in Malaysia and other countries across the regions;
Liaise with other IATA business units;
Proactively communicate with stakeholders in Malaysia and other markets across the region;
Handle translation requirements from English to Bahasa Melayu and vice versa;
Support training and other continuous improvement tasks;
Support marketing, promotional, and sales efforts for FDS product portfolio or other products and services required by the organization;
Assist in maintaining up-to-date internal databases and document all customer interactions and queries in IATA’s Customer Relationship Management (CRM) tool - SalesForce;
Be the customer's point of contact for IATA Resolutions and Settlement Systems procedures;
Support implementation of regional / global projects;
Contribute to any other tasks as required by the Head, Customer Service.
Qualifications and Skills
University Degree Business Administration or a relevant discipline;
1-3 years professional experience;
Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and backgrounds with a strong sense of Customer Service ethics according to IATA's corporate philosophy;
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 and productivity metrics;
Embrace IATA’s corporate values;
Strong ability to set priorities and to take initiative;
Excellent IT skills including MS office;
Proactive approach to problem solving;
Be results driven and demonstrate personal integrity;
Excellent written and verbal communication skills in English and Bahasa Melayu are essential, while proficiency in any other language will be an advantage.
Since IATA is servicing customers and members throughout the Asia Pacific region, candidates must be willing to work in dedicated shifts, possibly on weekends or official public holidays. Compensation applies in accordance with the local Conditions of Employment.
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.