Job PurposeManage 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- Ensure timely responses to schedule changes and minimise customer impact.- Provide passengers with the earliest possible travel solutions.- Meet customer needs during extended delays and ensure their comfort.- Minimise service interruptions and maintain operational continuity.- Reduce passenger inconvenience and resolve seat allocation issues effectively.- Ensure consistent, compliant, and customer‑focused compensation resolutions.- Maintain accurate records and coordinate responses efficiently.- Keep stakeholders informed and reduce uncertainty during service disruptions.- Create a clear operational history for performance analysis and future claims.- Support punctuality, coordination, and proactive disruption management.- Maintain customer satisfaction and reduce anxiety during travel disruptions.- Offer personalised support and resolve critical customer issues promptly.- Ensure swift and coordinated responses to high‑priority cases.- Contribute effectively to the resolution of emergencies affecting customers.- Ensure smooth operations and address immediate issues during night shifts.Main Responsibilities – Tasks- Monitor flight schedules for cancellations and delays, identifying potential disruptions promptly.- Rebook affected passengers on alternative flights, using reservation systems and available inventory.- Arrange hotel accommodations and meal vouchers, coordinating with vendors as per company policy.- Manage disruptions such as delays, cancellations, and other disruptive events, addressing issues swiftly.- 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, providing timely updates.- 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, providing timely updates.- 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.- Responsibility During Night Shifts, provide support for any required task within the Customer Operations department, prioritising urgent needs.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 6 months – 1 year of experience working at the airport as a ground handling agent, a travel agent or in customer service.- Previous experience in an operational role within the airline industry.- Experience dealing with operational disruptions.- Experience managing customer service disruptions and coordinating with internal and external stakeholders (e.G., iOCC, airports, vendors).Competencies- High standard of external and internal customer service.- Passion for service delivered with care.- Drive for results.- Team working.- Organised.- Commitment.- Dynamic and enthusiastic.- Ability to handle stressful situations appropriately.Languages- Spanish C1- English C1Other- Proficiency in airline reservation and customer relationship management systems.- Familiarity with airline reservation systems and customer service software.- Understanding of airline policies and industry regulations.- Availability to work rotating shifts.Location- Barcelona‑Viladecans, SpainLevel- Individual Contributor 6#J-18808-Ljbffr