Narrative Description:

Reporting to the Manager, Customer Services, 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. Further he/she is responsible for complying with IATA global customer service process standards, Customer Relationship Management (CRM) tool user guidelines, and industry best practices.

Responsibilities:

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 Asia Pacific region;
Liaise with IATA business units and coordinate customer service activities; 
Proactively communicate with Airlines and Travel Agents; 
Provide timely and effective customer solutions in accordance with Service Level Agreements and Standard Operating Procedures; 
Provide customer assistance through multiple channels (phone, web, email) to stakeholders within the Asia Pacific regions and be part of a customer centric dedicated team; 
Assist in maintaining up-to-date internal databases (Maestro, BSP Link, AIMS, others) and document all customer interactions and queries in IATA’s Customer Relationship Management (CRM) tool - SalesForce; 
Be the customers point of contact for IATA Resolutions and Settlement Systems procedures; 
Pro-actively handle ticket stock distribution and Standard Administrative Forms and distribution replenish customer orders; and
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' 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 value; 
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 Tools are 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; and 
Excellent written/verbal communication skills in English and a second regional languages, are a must.