Hola Consultores, S.L somos una empresa especializada en la provisión de Servicios TIC e Ingeniería para la gestión empresarial. Trabajamos diseñando soluciones a medida de las necesidades de nuestros clientes.
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Somos una empresa 2.0 innovadora donde las personas son muy importantes para nosotros. La ética, transparencia, imparcialidad e independencia forman parte de nuestra filosofía.
Only residents in (BARCELONA, Spain)
We are excited to announce an opening for the position of Customer Response Agent., (not Call Center Agent) in a Company Airline.
We are looking for the following profiles
- SPANISH / ENGLISH + ITALIAN
- SPANISH / ENGLISH + FRENCH
Responsibilities:
- Provide timely and proactive information in case of any disruption during daily operations.
- Offer solutions and assistance to customers affected by external factors such as weather conditions, volcanic eruptions, bird strikes, strikes, and other operational challenges.
- Proactively offer airport alternatives for potential overbooking situations and assist with hotel bookings, new flight tickets, meals, ground transport, and other customer needs.
- Make courtesy calls to customers with special needs and monitor sensitive cases.
- Maintain a high level of professionalism and empathy while addressing customer concerns and needs.
- Collaborate closely with other departments, including Operations, Customer Service, and Ground Services, to ensure a smooth customer experience and quick issue resolution.
- Act as a liaison between customers and relevant internal teams to facilitate seamless communication and problem-solving.
- Use the company's CRM system to document interactions, update customer profiles, and track issue resolution.
- Perform cost control for all actions taken.
- Handle administrative tasks such as:
- Proactive management of booking issues.
- Creating and sending passenger certificates or communications after operational disruptions or delays.
- Supporting the finance department with fraud and chargeback management.
Requirements:
- Previous experience in a customer service role, preferably in the aviation industry.
- Excellent communication skills, both verbal and written, with a strong command of the English language.
- Proficiency in Italian or French is required.
- Ability to stay calm and composed in high-pressure situations and effectively manage customer expectations.
- Quick learning ability with a strong focus on customer satisfaction.
- Strong problem-solving and decision-making abilities.
- Proficiency in using customer service software, CRM systems, and other relevant tools.
- Flexibility to work in shifts, including nights, weekends, and holidays.
- A passion for delivering exceptional customer service and going above and beyond to meet customer needs.
El salario son 22.000€ brutos al año (Dependiendo de los idiomas hablados), por 40 horas semanales, incluyendo la turnicidad, la nocturnidad y el trabajo en fines de semana/festivos en el salario. xugodme
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