Customer Service Manager

Employment Type: Permanent
Contract Duration:

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

Lead a culturally diverse team of Customer Service Representatives to consistently deliver timely, high-quality support that meets global performance standards and departmental objectives, playing a key role in enhancing IATA's customer experience and contributing to revenue growth;

Lead the Regional Differentiated Service Model (DSM) globally to deliver personalized, white-glove service to our top 30 Airlines and GoGlobal agents;

Plan daily and yearly capacity needs and ensure sufficient coverage across service channels and languages;

Plan and supervise the execution of sales activities for specific products and services, meeting revenue targets and acquiring new customers in coordination with the department head. Collaborate with Marketing and other sales channels to convert leads during campaigns;

Support and monitor BPO team operations, ensuring alignment with IATA's standards and performance goals;

Monitor service quality through case and call reviews, driving operational excellence;
Recruit, mentor, and develop team members, fostering a culture of empowerment and growth;
Track and monitor team performance and ensure achievement of targets;

Manage key accounts and stakeholder relationships. Liaising with internal department management to resolve escalations and issues, share operational updates, represent customer feedback, & escalate improvement opportunities;

Ensure adherence to global Standard Operating Procedures (SOPs) for customer service and escalate to Operational Excellence any change request;

Oversee onboarding and integration of IATA products and services or any changes/developments to a CSC supported Product & Services into the Customer Service Center ensuring CSC readiness;
Coordinate Business Continuity and Audit requirements with the relevant teams;

Drive continuous improvement initiatives to enhance customer experience and operational efficiency, and support any company-wide, departmental projects, acting as a process and project champion;

Perform additional tasks as assigned by the Head of Customer Service Center.

Availability to work from 6 a.m. to 1 a.m. from Monday to Sunday, including bank holidays, in rotating shifts. The standard work week for this role will be from 9 a.m. to 6 p.m. from Sunday to Thursday or Monday to Friday, and might be adjusted to respond to business needs and priorities as required;

7-10 years of experience in customer service and sales, preferably within international organizations;

Proven ability to lead and motivate culturally diverse Customer Service and Sales professionals;
Strong leadership and interpersonal skills, with effective communication across all levels and backgrounds;

Strong analytical and reporting skills, with the ability to interpret data trends and generate forecasts;

Proactive problem-solving mindset and results-driven approach;

Ability to thrive as a team leader in a fast-paced, multicultural environment while meeting deadlines and productivity goals;

Proficiency in SAP, Salesforce CRM, and Microsoft tools (Excel, PowerPoint, Power BI, Outlook, SharePoint);

Fluency in English and Arabic or French is an asset;

Alignment with IATA's corporate values.

Travel Required: N

Learn more about IATA's role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!