LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers
Job Purpose Network & Customer Recovery Agent works in shifts 24/7 within the OCC, tracking the operation across our entire airport network and resolving customer disruptions during the operational window, as well as providing necessary support to handling agents and the customer center.
Main Responsibilities - Tasks Network & Customer Recovery Agent main responsibilities and tasks are:
Operational tracking
Support the entire network and Customer Center
Check the reservation status
Prevent missconnections and denied boarding
Look for alternatives in the event of a disruption
Resolution of customer disruptions (delays, cancellations, reschedules, missed connections, denied boarding, etc.).
Send communications to the network and customers
Manage assistance to disrupted passengers (vouchers & hotels)
Report daily operational status & disruptions
Last minute requests (catering, crew notes, etc.).
Main Relationships The main relationshipts will be with the OCC, Ground Handling agents, Ground Operations, Customer Center agents and Customer Experience.
Education Minimum required: High School Diploma
Preferably bachelor degree in Aeronautical Management, Tourism, Business Administration, Engineering or similar.
Experience Minimum 1 year experience in aviation (customer service, handling, operational control center or similar experience).
Competencies Knowledge and experience working with Resiber, GoNow and other DCS.
Knowledge and experience working with Amadeus, Skyspeed or other reservation systems.
Comfortable multitasking and working under pressure
Analysis and risk assessment
Solid problem-solving skills, translating pain points into data driven decisions/recommendations
Ability to communicate complex ideas effectively, both verbally and in writing
Team player with solid interpersonal skills
Proficient in MS Excel and PowerPoint and quick learner when it comes to data analysis and visualization tools such as PowerBI.
Interest in airline/travel industry
Languages English: C1
Spanish: C1
Location Viladecans-Barcelona
Our benefits Staff travel
Flex Benefits
Employee Cafeteria & Canteen
Gym Discount
Enjoy discounted flights with LEVEL.
There are adaptable benefits available for services like meals, transport, childcare, trainings, and Health Insurance.
Note : Information about benefits is subject to change and based on company policy.
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