CUSTOMER SERVICE 24x7 AGENT

TN Spain; Viladecans; Presencial; EUR 24.000 - 36.000; Jornada completa

Descripción de la vacante

Una aerolínea de bajo costo líder en Europa busca profesionales apasionados para unirse a su equipo en la gestión de operaciones de atención al cliente. En esta emocionante posición, tendrás la oportunidad de resolver interrupciones en el servicio, como cancelaciones y retrasos, garantizando la satisfacción del cliente. Trabajarás en un ambiente colaborativo, rodeado de un equipo diverso que valora la comunicación efectiva y la resolución de problemas. Si te apasiona el servicio al cliente y deseas formar parte de una empresa que fomenta el desarrollo personal y profesional, esta es tu oportunidad para brillar.

Servicios

Viajes de personal

Descuentos

Modelo de trabajo flexible

Formación

• Experiencia mínima de 1 año en atención al cliente o manejo en aeropuertos.
• Capacidad para gestionar interrupciones de servicio y resolver problemas.

Responsabilidades

• Monitorear horarios de vuelos y gestionar cancelaciones y retrasos.
• Reprogramar pasajeros afectados y coordinar con proveedores.

Conocimientos

Gestión de clientes

Resolución de problemas

Comunicación efectiva

Trabajo en equipo

Manejo de sistemas de reservas

Educación

Licenciatura en un campo relacionado con la aviación

Herramientas

Sistemas de reservas

Descripción del empleo

Social network you want to login/join with:

Welcome to this recruitment process with Vueling!

Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.

Let's start by getting to know us better!

At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.

Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

Job Purpose

Manage and resolve customer service disruptions, including flight cancellations, delays, overbookings, and missed connections, within the Customer Operations department, by operating reservation systems, coordinating with iOCC, airport handlers, third-party vendors, and internal teams, in compliance with airline policies and operational procedures, and keeping customers informed, with the aim of delivering timely solutions, ensuring customer satisfaction, facilitating compensation processes, and maintaining operational records for future claims.

Main Accountabilities

• Monitor flight schedules for cancellations and delays.
• Ensure timely responses to schedule changes.
• Rebook affected passengers on alternative flights, using reservation systems and available inventory.
• Provide passengers with the earliest possible travel solutions.
• Arrange hotel accommodations and meal vouchers, coordinating with vendors as per company policy.
• Manage disruptions such as delays, cancellations, and other disruptive events.
• Manage missed connections and overbookings, reallocating passengers according to policy.
• Apply compensation according to company policy, assessing passenger claims fairly.
• Operate reservation systems and communicate with internal teams, managing bookings and disruptions effectively.
• Elaborate and send ad hoc communications to customers and airports regarding disruptions.
• Maintain detailed records and resolve operational procedures and issues, documenting all actions.
• Keep contact with key airports to track service performance and timings, exchanging real-time information.
• Keep customers informed regularly during disruptions.
• Contact specific customers directly whenever necessary, addressing their concerns individually.
• Provide support to resolve urgent cases within Customer Operations, collaborating with cross-functional teams.
• Participate in the Customer Emergency Response Team, supporting crisis management activities.
• Provide support during night shifts in Customer Operations, prioritizing urgent needs.
• Perform any other responsibility or function that is assigned inherent to the job.

Main Responsibilities - Tasks

• Identifying potential disruptions promptly.
• Ensuring customer needs are met during extended delays.
• Addressing issues swiftly to maintain operational continuity.
• Reducing passenger inconvenience and resolving seat allocation issues effectively.
• Ensuring consistent, compliant, and customer-focused compensation resolutions.
• Maintaining accurate records and coordinating responses efficiently.
• Keeping stakeholders informed and reducing uncertainty during service disruptions.
• Creating a clear operational history for performance analysis and future claims.
• Supporting punctuality, coordination, and proactive disruption management.
• Maintaining customer satisfaction and reducing anxiety during travel disruptions.
• Offering personalised support and resolving critical customer issues promptly.
• Ensuring swift and coordinated responses to high-priority cases.
• Contributing effectively to the resolution of emergencies affecting customers.
• Ensuring smooth operations and addressing immediate issues during night shifts.
• Fulfilling the mission of the job if it is in the employee’s hand.

Main Relationships

• iOCC (Integrated Operations Control Centre): Collaborates with iOCC to monitor flight schedules, manage cancellations, and coordinate responses to disruptions, ensuring timely rebooking and effective communication with all operational teams.
• Customer Area: Works closely with customer service teams to provide real-time updates during disruptions, contact affected passengers directly, handle compensation claims, and ensure customer satisfaction through clear and proactive communication.
• Ground Operations: Coordinates with Ground Operations to manage issues such as missed connections, overbookings, and passenger reallocation, as well as ensuring swift baggage handling and seamless airport services during disruptions.
• Hotel Vendors: Arranges hotel accommodations for affected passengers during extended delays or cancellations, ensuring compliance with company policies and customer welfare standards.
• Food Vendors: Coordinates the provision of meal vouchers or on-site catering services for disrupted passengers, ensuring comfort and managing customer experience effectively.
• Airport Ground Handlers: Collaborates with airport handlers for on-ground services such as boarding adjustments, passenger transfers, and baggage handling, ensuring operational efficiency during disruptions.

Education

Bachelor’s degree (Aviation-related field desirable)

Experience

Minimum 1 year of experience working at the airport as a ground handling agent, a travel agent or in customer service.

Languages

English and Spanish– C1

Location

Viladecans, Barcelona

Level

We are the only Top Employer airline in Europe

For the second year running, Vueling is the only European airline and the only low-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity & Inclusion, Wellbeing and more.

? #FlyToYourFullPotential

Every single person who works with us is unique. Join us in accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more? Click here.

Our Culture

We thrive on teamwork and collaboration. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.

Our positive working atmosphere is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: Connecting People and Places! Learn more about our Mission, Vision, & Values.

Our Recruitment Process

Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience! Please take a closer look at how our process works.