Customer Service Specialist

Handles high-volume service for airlines, travel and cargo agents and third parties through calls, chats and case queues, resolving first- and second-line enquiries, escalating complex issues, collecting debt, addressing complaints and coordinating service recovery and emergency support.

Department: Customer Service Center

• Manage daily calls, chats, enquiries, escalations and debt-collection cases
• Deliver accurate written and spoken responses that support customer satisfaction
• Resolve first- and second-line customer queries within assigned service targets
• Escalate third-line issues to the correct internal departments and track responses
• Complete debt collection within stipulated timeframes
• Capture customer complaints and provide feedback for service improvement
• Contribute to customer-service projects and collaborate across support teams
• Participate in public-holiday, weekend and on-call emergency coverage

• Availability for scheduled public-holiday, weekend and on-call duties supporting IATA’s 24/7 emergency structure

• No fixed closing date was published; the deadline is an estimated 30-day refresh window
• The role participates in IATA’s 24/7 emergency structure outside regular business hours