Narrative Description:

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.

Contract position - 6 months

Responsibilities:

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 South Korea 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 South Korea and other countries across the regions; 
Liaise with other IATA business units; 
Proactively communicate with stakeholders in South Korea and other markets across the region; 
Handle translation requirements from English to South Korean 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 South Korean are a must, 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.