CX Passenger Care Analyst

Viva; Apodaca; Híbrido; MXN 240.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible schedule

Hybrid work model

Amazing work environment

Staff Travel program

MyIDTravel discounts

Major medical and life insurance

Descripción de la vacante

Viva is seeking a CX Passenger Care Analyst to handle high-impact escalated cases and support passengers in critical situations with empathy and speed.

You will negotiate with customers, coordinate with Legal and authorities, and ensure timely follow-up to passengers and their families across destinations, while maintaining a high standard of care and brand protection.

Formación

• Bachelor’s degree required.
• Minimum 3 years of customer service experience.
• Experience handling complex cases is preferred.
• Experience in tourism/aviation industry is desirable.
• Intermediate English.
• High emotional intelligence.
• Ability to work under pressure and meet short response times.
• Proactivity and self-sufficiency.

Responsabilidades

• Follow-up on escalated Customer Service cases, negotiating with customers to mitigate brand impact.
• Coordinate with Legal and authorities to gather evidence for hearings and resolution.
• Support Profeco attorneys through the Concilia Express line at airport modules in Mexico for delays, overbooking or cancellations.
• Follow-up on passenger medical emergencies at all destinations, including care and reimbursement of expenses.
• Support families in sensitive passenger cases and guide through procedures.

Conocimientos

Customer service excellence

Complex case management

Negotiation skills

Emotional intelligence

Ability to work under pressure

Educación

Bachelor’s degree

Descripción del empleo

Join the #GenteViva and let’s fly higher together!

Be part of our team as a CX Passenger Care Analyst and help us take care of our passengers when it matters most. You will manage high-impact escalated cases, coordinate with Legal and authorities, and support passengers in medical emergencies and other critical situations with empathy, speed, and professionalism.

Position

We are looking for a professional with solid experience in customer service and complex case management to handle high-impact escalated cases and support our passengers in critical situations. This position will be responsible for negotiating with customers to mitigate brand impact, coordinating with Legal and authorities in the resolution of complaints, and providing timely, empathetic follow-up to passengers and their families in medical emergencies and other sensitive cases, ensuring fast response times and a high standard of care.

Key Responsibilities

• Follow-up on escalated Customer Service cases (executive office, customer service email, and high-impact social media cases), negotiating with customers to mitigate brand impact.
• Coordination with the Legal area to gather evidence for hearings before authorities (Profeco, U.S. DOT, Superintendencia de Colombia), aiming to reduce fines or passenger compensation.
• Support to Profeco attorneys through the Concilia Express line at airport modules in Mexico (reservation investigation and applicable compensation for delay, overbooking, or cancellation).
• Follow-up on passenger medical emergencies at all destinations (medical care, reimbursement of extra expenses, and support until the case is closed).
• Follow-up on sensitive passenger cases, providing guidance and support to families through the necessary procedures.

Requirements

• Bachelor’s degree
• Minimum 3 years of experience in customer service (face-to-face or by phone).
• Experience handling complex cases; negotiation with customers or handling very difficult cases is desirable.
• Experience in the tourism industry (aviation, tours, travel agencies) is desirable.
• Intermediate English.
• High emotional intelligence.
• Ability to work under pressure and meet short response times.
• Proactivity and self-sufficiency

Strong time management.

Benefits you’ll enjoy as #GenteViva:

• Flexible schedule / Hybrid work model.
• Amazing work environment #TheBestPlaceToWork.
• Savings fund and savings box.
• 30 days of Christmas bonus.
• Staff Travel: Flights to any Viva destination at unbelievable prices for you and 12 of your loved ones.
• MyIDTravel: Partnership with over 20 airlines so you can fly to destinations around the world at preferential prices.
• Major medical expenses insurance, life insurance, and 24/7 online family medical assistance.
• A series of agreements that improve your life: gyms, department stores, restaurants, universities, and much more

Benefits above the law.

Viva is an equal opportunity employer.

All qualified applicants will receive consideration without discrimination of any kind.

All candidate information will be handled confidentially and in compliance with Mexican data-protection regulations.

Your data will be used only for recruitment-related purposes.