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

IATA is constantly looking for talented and committed young professionals in our European Regional Office in Madrid, Spain. If you want to build a career in the aviation environment, you embrace our corporate values and if you are eager to contribute to our success, you may have what it takes to work for IATA. While at present we may not have a vacancy in our Customer Service team in Madrid, if you submit your profile to join the IATA Talent Pool you may be contacted in the future for undergoing our interview process and should a position be opened you can be considered for this opportunity. Join our permanent talent pool for Customer Service Europe today! Reporting to the Manager, Customer Services, the incumbent will be responsible for supporting 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, e-mail) to stakeholders within the European region and be part of a customer centric dedicated team; 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 the European region; Liaise with other IATA business units; Proactively communicate with customers; Assist in maintaining up-to-date internal databases (Maestro, BSP Link, CASSlink, AIMS, others) 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; Contribute to any other tasks as required by the Manager, Customer Service.

Qualifications and Skills

University degree in business administration or a related field; 1-3 years of professional experience in a business support function, preferably in a multicultural/commercial environment; experience within the air transport or travel industry would be an advantage; Embrace IATA’s corporate values; 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; Ability to set priorities and work with a high level of drive, energy and speed with a strong customer focus on proactive problem solving, conflict resolution, continuous follow-up, and client retention; Excellent IT skills, particularly MS office; proficiency in Customer Relationship Management (CRM)Tools is an asset; 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; Excellent written/verbal communication skills in English (written and spoken) In addition, proficiency in two or three of the following languages is a must: French, German, Dutch, Italian, Portuguese, Swedish, Danish, Finnish, Norwegian, Latvian, Lithuanian, Estonian, Polish, Czech, Slovakian, Hungarian, Croatian, Slovenian, Serbian, Albanian, Romanian, Bulgarian, Greek, Russian, Azeri, Ukrainian, Turkish, Hebrew or Arabic. Strong ability to take initiative; Proactive approach to problem solving; Strong team player with a global mindset; Strong organizational skills; Be results driven and demonstrate personal integrity.


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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