Basque-speaking Customer Advisor (on-site)

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

Benefits offered by this job

Annual bonus up to €1,200 gross

On-site work at Ignite facilities

Job summary

Ignite is seeking a Basque-speaking Customer Advisor for an on-site position. You will be the frontline touchpoint for travelers, handling inquiries across calls, chat, and email while guiding them through bookings and digital tools.

You will switch between Basque, Spanish, and English as needed, contribute to accurate record-keeping, and work within Windows-based systems. The role includes a rotating schedule from 09:00 to 20:00, Monday to Sunday, with a base salary and a yearly bonus.

Qualifications

• Native or near-native Basque (Euskera) fluency with advanced Spanish and intermediate English for internal systems and documentation.
• Secondary school diploma or equivalent completed qualification.
• Proficient with Windows and Microsoft Office applications.
• Prior customer service or contact centre experience is preferred.
• Strong written and verbal communication skills in all required languages.

Responsibilities

• Omnichannel passenger inquiries across calls, live chat, and email support.
• Oversee passenger reservations, itinerary changes, and policy clarifications.
• Guide customers through digital check-in platforms and self-service portals.
• De-escalate issues with empathy to ensure positive experiences.
• Switch between Basque, Spanish, and English for diverse passengers and internal teams.
• Log all interactions and service requests in standard software.

Skills

Basque fluency (Euskera)

Spanish (Advanced)

English (B1–B2)

Customer service experience

Windows & MS Office

Education

Secondary school diploma

Tools

Windows OS

MS Office (Word, Excel, Outlook)

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.