![Iberia Express](https://media.trabajo.org/img/noimg.jpg)
Customer Experience Intern
hace 3 semanas
¿Quiénes somos?
Fundada en 2012, en la última década nos hemos convertido en la aerolínea low-cost de referencia en Madrid, operando vuelos de corto y medio alcance hacia más de 30 destinos nacionales e internacionales.
Somos una compañía que conecta personas, ofreciendo en cada vuelo una experiencia única y al alcance de todos, basada en la excelencia, la puntualidad y la cercanía con nuestros clientes.
Combinamos las ventajas del segmento low cost (operación punto a punto, eficiencia en costes y precios muy competitivos), con las de una compañía de red (amplia red de conexiones, gran calidad de servicio, clase business, programas de puntos, etc.).
Con más de 50 millones de pasajeros que han depositado su confianza en nosotros desde el inicio de nuestras operaciones, nos hemos posicionado entre las cuatro principales compañías aéreas en el aeropuerto Adolfo Suárez Madrid-Barajas en 2023. Este logro refleja nuestro compromiso con la excelencia operativa y empresarial
Como empresa joven, conscientes del mundo que queremos construir para las futuras generaciones, pensamos y actuamos comprometiéndonos con la sostenibilidad, tanto social como ambiental, siempre desde la excelencia operativa y empresarial.
Iberia Express forma parte del Grupo Iberia, con una red que opera a más de 130 destinos en todo el mundo y que es líder entre Europa y América Latina. También es parte de IAG (International Airlines Group), uno de los mayores grupos de aerolíneas del mundo, y es miembro de OneWorld, una alianza de quince compañías aéreas y una red mundial que ofrece vuelos a más de 900 destinos en 170 territorios.
Lo que tendrás que hacer:
Tendrás que dar apoyo a las 3 ramas dentro del departamento de Cliente:
Customer Experience:
Realizar presentaciones semanales y mensuales sobre la calidad del servicio para el comité de dirección.Supervisar el programa de Voz del Cliente (NPS) y llevar a cabo análisis específicos dentro del área de Experiencia del Cliente.Revisar y categorizar los comentarios de los pasajeros obtenidos a través de la encuesta de satisfacción.Customer Service/ Reclamaciones:Coordinar la gestión de las reclamaciones de pasajeros, incluyendo la interacción con proveedores, soporte y seguimiento.Gestionar las recuperaciones del seguro MAPFRE.Realizar el seguimiento y análisis de la actividad del Call Center.Servicio a bordo:Analizar las incidencias reportadas por las tripulaciones.Coordinar la gestión de incidencias con proveedores, realizar informes y seguimiento.Gestionar los QCRs (Quality Control Reports).Lo que esperamos de ti:Buscamos a una persona con capacidad para analizar, planificar y organizar tareas de manera efectiva.Se requiere ser metódic@, detallista y riguros@ en el manejo de datos y procesos.Valoramos un perfil proactivo con pensamiento crítico, capaz de aportar soluciones creativas a desafíos complejosHabilidad para trabajar de manera colaborativa y efectiva en equipo.Nivel medio/alto de inglés.Habilidades avanzadas en el manejo de Excel, garantizando la capacidad para realizar análisis detallados.Se valoran conocimientos en: Amadeus/ Resiber y/o entorno aeroportuario.Lo que podemos ofrecerte:Posibilidad de desarrollo y aprendizaje en el seno de una empresa reconocida por su prestigio en el sector.Participación en un programa de prácticas remuneradas, brindándote una experiencia valiosa y reconocimiento por tu contribución.Te proporcionaremos un entorno propicio para potenciar tus habilidades y conocimientos, promoviendo tu crecimiento profesional.Ayuda económica de 850€ al mes.-
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