Customer Care & Service Recovery Specialist

Volaris; Ciudad de México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Volaris, Mexico’s leading airline, seeks a Customer Service Representative to handle negotiations, resolutions, and service recovery across Mexico and the Americas. You will manage relationships with consumer protection authorities and coordinate with internal teams to optimize processes and prevent service disruptions.

The role requires a bachelor’s degree in a related field, at least 6 months in customer service, and English proficiency. On-site work in Santa Fe is required.

Formación

• Bachelor’s degree in Communications, Business Administration, or a related field.
• 6+ months of experience in customer service or customer care.
• Proficiency in English reading/writing/speaking is required.

Responsabilidades

• Provide personalized service and respond to customer inquiries while meeting SLAs and quality standards.
• Negotiate and deliver effective solutions using the established toolbox.
• Manage case-file conciliation with consumer protection agencies in Mexico, the US, and Central America.
• Prepare reports and drive initiatives to enhance customer service and resolution.
• Identify opportunities to improve the customer journey across pre-flight, in-flight, and post-flight stages.

Conocimientos

Customer service

Problem solving

Service recovery

English proficiency

Excel

Educación

Bachelor’s degree in Communications or related field

Herramientas

Salesforce

Zendesk

Navitaire

Descripción del empleo

Volaris, Mexico’s leading airline, seeks a Customer Service Representative to handle negotiations, resolutions, and service recovery across Mexico and the Americas. You will manage relationships with consumer protection authorities and coordinate with internal teams to optimize processes and prevent service disruptions.

The role requires a bachelor’s degree in a related field, at least 6 months in customer service, and English proficiency. On-site work in Santa Fe is required.