Customer Service Representative

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

At Volaris, we take pride in being Mexico’s leading airline. Our growth is measured not only by our expanding route network and destinations, but by the passion and dedication that every team member brings to work each day.

What truly sets us apart is our unwavering commitment to our core values and human-centric culture. We believe in the power of people and in fostering a work environment where collaboration, respect, and professional development drive everything we do.

We invite you to be part of Volaris' continued growth!

The Role

As a Customer Service Representative, you will be responsible for customer negotiation, resolution, and service recovery. You will manage relationships with consumer protection authorities across Mexico, the United States, Central America, and South America (including conciliation hotlines, airport service desks, and digital channels). You will track case files, proposals related to hearings, and legal withdrawals, coordinating closely with internal departments, the ATOS-CC-SAB Express Line, and Digital teams to streamline processes and prevent any negative impact on service and organization. Additionally, you will implement customer service and resolution strategies through data analysis, monitoring, and process optimization—driving continuous improvement, service coaching, feedback, and compliance with quality standards.

What We’re Looking For

• Bachelor’s degree in Communications, Business Administration, or a related field
• At least 6 months of experience in customer service or customer care
• Expertise in customer care, problem-solving, and service recovery across various scenarios
• Intermediate proficiency in reading, writing, and speaking English
• Intermediate proficiency in Microsoft Excel and PowerPoint
• Experience with Salesforce, Navitaire, and/or Zendesk is a plus
• Availability to work on-site in Santa Fe

Key Responsibilities

• Provide personalized service and respond to customer inquiries while meeting established service level agreements (SLAs) and quality standards
• Negotiate and deliver effective solutions to customers using the established toolbox, balancing exceptional service with organizational profitability
• Manage case-file conciliation with consumer protection agencies in Mexico, the US, and Central America (such as PROFECO, DOT, Better Business Bureau, Defensoría del Consumidor, MEIC, DIACO, etc.)
• Prepare reports and drive initiatives aimed at enhancing customer service and resolution
• Identify and address areas of opportunity throughout the customer journey (pre-flight, in-flight/journey, and post-flight) to foster continuous improvement