Customer Service Specialist
Core
Deliver high-level customer service to airlines, travel/cargo agents, and third parties via phone, chat, and queries, including debt collections and dispute resolution.
Role type
Customer Service Specialist (L1/L2 support)
Builds
Customer support operations for IATA's global aviation community
Domain
Aviation industry / Customer Support
Deliverable
client delivery
Required skills
Customer service, query handling, debt collections, L1/L2 issue resolution, escalation management, stakeholder communication, English fluency, Korean fluency
Preferred skills
Front office experience, SAP, Salesforce, Microsoft Office (Excel, PowerPoint, Power BI), IATA products knowledge
Responsibilities
Manage 30+ daily items including calls, chats, queries, escalations, and debt collections; Resolve L1 and L2 customer queries; Escalate L3 issues to internal departments; Support 24/7 emergency structure including weekends and public holidays; Provide feedback on customer complaints; Collaborate with team members to improve service; Track self-performance against team targets.
Seniority
Mid-level (1-3 years experience)