Basque-speaking Customer Advisor

Ignite; l'Hospitalet de Llobregat; On-site; EUR 18,000 - 22,000; Full time

Benefits offered by this job

On-site position

Up to €1,200 annual bonus

Comprehensive initial training

Job summary

Ignite is looking for a Basque-speaking Customer Advisor to provide frontline passenger support in a fully on-site role in Spain. The position involves handling reservations, rebookings, and inquiries across multiple channels, with an emphasis on empathy and clear communication.

You will navigate digital tools to assist passengers, guide them through check-in processes, and maintain accurate records. Fluent Basque, advanced Spanish, and intermediate English are required for internal systems and

Qualifications

• Native or near-native Basque fluency.
• Advanced Spanish proficiency.
• Secondary school diploma or equivalent.

Responsibilities

• Omnichannel passenger inquiries across calls, chat, and email.
• Oversee passenger reservations, changes, and policy clarifications.
• Guide passengers in using check-in and self-service platforms.
• De-escalate issues with empathy and professionalism.
• Switch between Basque, Spanish, and English as needed for diverse passengers and internal teams.
• Log all interactions in Windows-based software and Microsoft Office tools.

Skills

Basque fluency

Spanish proficiency

English communication

Windows familiarity

Microsoft Office

Education

Secondary school diploma

Tools

Windows

Microsoft Office

Job description

Location: On-site (Presencial)

Language Requirements: Fluent Basque (Euskera), Advanced Spanish, and Intermediate English (B1–B2)

Overview of the Role

We are seeking an energetic, highly empathetic, and solution-driven Basque-speaking Customer Advisor to join our team and deliver exceptional passenger support within the commercial aviation industry.

In this dynamic position, you will serve as a primary brand ambassador and frontline point of contact for travelers, handling a wide range of inquiries across various communication channels. Your core mission will be to ensure a seamless, hassle-free, and memorable travel journey for every passenger—whether you are helping them rebook flights, resolving technical issues with digital tools, or answering complex administrative questions.

Key Responsibilities

• Omnichannel Communication: Efficiently respond to and manage incoming passenger inquiries across multiple service channels, including inbound telephone calls, live web chat, and email support.
• Booking & Travel Administration: Oversee passenger reservations, facilitate itinerary changes and cancellations, clarify airline travel policies, and execute necessary administrative adjustments accurately.
• Technical Guidance: Offer clear, step-by-step guidance to help passengers navigate digital check-in platforms, manage online user accounts, troubleshoot mobile application issues, and access self-service booking portals.
• Problem Resolution & Empathy: Exercise outstanding active listening and empathy to de-escalate sensitive situations, addressing passenger concerns efficiently while turning challenging situations into positive customer experiences.
• Multilingual Service: Seamlessly transition between Basque, Spanish, and English to assist a diverse local and international passenger base, while maintaining clear communication with internal operational teams.
• Record Keeping: Ensure accurate and timely logging of all customer interactions, service requests, and case status updates within Windows-based software and standard Microsoft Office tools.

Candidate Profile

• Language Skills: Native or near-native fluency in Basque (Euskera), advanced professional proficiency in Spanish, and a reliable intermediate command of English (B1–B2 level) for using internal systems, training modules, and company documentation.
• Education: Secondary school diploma or an equivalent completed educational qualification.
• Technical Proficiency: High comfort level navigating Windows desktop environments and routine working familiarity with Microsoft Office (Word, Excel, Outlook).
• Work Experience: Prior professional experience in customer service, call center/contact center operations, travel, or hospitality environments is strongly preferred.
• Soft Skills:
  • Exceptional written and verbal communication skills across all required languages.
  • Natural empathy, patience, and a genuine passion for helping others.
  • Strong organizational habits with the ability to solve problems quickly and calmly under pressure.
  • A proactive, high-energy attitude, a willingness to learn continuous skills, and a strong commitment to team collaboration.

Position Terms & Benefits

• Work Model: Fully on-site position (Presencial) based at our facilities.
• Work Schedule: Rotating operational shifts scheduled between 09:00 and 20:00, operating Monday through Sunday.
• Base Remuneration: A competitive starting salary of €19,623.64 gross per year.
• Incentive Package: Performance-based annual bonus scheme of up to €1,200.
• Onboarding: Comprehensive initial training provided from day one to ensure full mastery of specialized airline booking systems, customer care workflows, and internal policies.