Customer Service Specialist

About the role

IATA represents over 350 airlines worldwide and is recruiting a Customer Service Specialist in Singapore. You will report to the Manager of the IATA Customer Service Center and serve IATA customers, including airlines, travel and cargo agents and third parties. The role covers communication and query handling, contact and document maintenance, and calls for strong customer service skills and dispute resolution.

Key responsibilities

• Manage 30+ items daily: phone calls, chats, queries, escalations and debt collections.
• Provide excellent written and spoken customer service, measured by customer satisfaction.
• Support IATA's 24/7 emergency structure outside regular hours, including public holidays, weekends and on-call duty.
• Complete debt collections within the agreed timeframe and resolve L1 and L2 queries during allocated hours.
• Escalate L3 queries to the right departments and ensure responses meet KPIs.
• Listen to customer complaints and give feedback for improvement, and support customer recoveries by explaining procedures.
• Take part in customer service projects and help colleagues improve service across the organization.

Required profile

• University degree in business administration or a related field.
• 1-3 years of experience in front office departments.
• Fluent English and fluent Korean; knowledge of Korean is essential because the specialist supports customers in South Korea.
• Strong customer service ethics, proactive problem solving and ability to work under pressure in a multi-cultural team.

Required skills

• Knowledge of IATA products and services, financial services, industry business intelligence, training and publications is an asset.
• SAP, CRM systems (Salesforce) and Microsoft tools (advanced Excel, PowerPoint, Power BI, Outlook, SharePoint) are assets.

What we offer

• Permanent position with flexible work options, including remote and hybrid work and a generous work-from-abroad policy.
• Birthday off and time off to support causes of your choice.
• Equal pay and family-friendly policies, with a focus on diversity, equity and inclusion.