Customer Service Specialist

Attract potential customers by answering product and service questions and suggesting additional information;

Follow up on pending/overdue payments;

Handle enquiries, requests, subscription activations and communication distribution requirements;

Maintain customer records by updating CRM;

Support Business Continuity Plan requirements;

Update job knowledge by attending training & educational opportunities;

Accomplish customer service and organization mission by completing related results as needed;

Identify and escalate improvement opportunities;

Track self-performance and act responsibly towards the achievement of the overall team targets;

Champion for process/project support;

Assist customer recoveries by explaining procedures; forward required solutions/adjustments;

Support any other tasks as required by the Manager, Customer Service.

Reporting to the Manager, Customer Service, the incumbent will be responsible for all front-line Customer Services (CS) activities handled by IATA's Customer Service Center (CSC) based in Madrid.