Customer Response Agent

hace 4 semanas

Barcelona, España Hola Consultores, SL A tiempo completo

**Tus tareas**:
**_ Hola Consultores, S.L._**_ _es una empresa especializada en la provisión de Servicios TIC e Ingeniería para la gestión empresarial, ofreciendo soluciones diseñadas a medida de las necesidades de nuestros clientes.

Nos enorgullece ser una empresa 2.0 innovadora donde las personas son el centro de nuestra atención. La ética, transparencia, imparcialidad e independencia son valores fundamentales en nuestra filosofía, y también estamos comprometidos con la igualdad de género.
Nos esforzamos por garantizar oportunidades equitativas para hombres y mujeres en todas las áreas de nuestro trabajo. Además, estamos firmemente a favor de la igualdad en todas sus formas y promovemos un entorno inclusivo donde cada individuo, independientemente de su género, religión, orientación sexual, etnia o cualquier otra característica, sea valorado y respetado.

**Tu perfil**:
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.

As a Customer Response Agent, you will play a vital role in ensuring our customers receive outstanding support and assistance during any disruptions or incidents affecting their flight plans by providing proactive information (SMS) and assistance to our customers in real time, working H24 and managing 24/7 rotating shifts in Operation Control Center.

✔Responsibilities:

- Provide timely and proactive information and assistance in case of any disruption during the daily operation.
- Offer information regarding solutions and assistance to customers affected by external factors such as weather events, volcano eruptions, bird strikes, strikes, and other operational challenges.
- Proactively offer airports alternatives for potential overbooking situations and assist with bookings hotels, new plane tickets, meals, ground transport and other possible needs.
- Proactively make courtesy calls to those customers with particular needs and monitor sensitive cases.
- Maintain a high level of professionalism and empathy while addressing customer needs and concerns.
- Collaborate closely with other departments, including Operations, Customer Service, and Ground Services, to ensure a seamless customer experience and swift resolution of issues.
- Act as a liaison between customers and relevant internal teams to facilitate smooth communication and problem-solving.
- Utilize the company's customer relationship management (CRM) system to document interactions, update customer profiles, and track issue resolution.
- Perform Cost control of all the actions taken.
- Handling with some administrative tasks such as
- Booking issues proactive management
- Creating & sending passengers certificates or communications after an operational disruption or delay
- Supporting finance department with fraud and chargebacks

Qualifications:

- Previous experience in a customer service role, preferably in the aviation industry.
- ** Excellent communication skills, both verbal and written, in English and Italian.**:

- Ability to remain 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, evenings, weekends, and holidays.
- A passion for delivering exceptional customer service and going above and beyond to meet customer needs.

**¿Por qué nosotros?**:
A passion for delivering exceptional customer service and going above and beyond to meet customer needs.
- El salario son _**_22.000€ brutos al año_**_, por 40 horas semanales, incluyendo la turnicidad, la nocturnidad y el trabajo en fines de semana/festivos en el salario._

**_Únete a nuestro equipo En Hola Consultores apostamos por ti_**

**¿Quiénes somos?**:
Hola, somos una **Consultoría de Barcelona** especializada en la selección, desarrollo y búsqueda de talento humano.

**Misión**:
El desarrollo y la excelencia profesional en la gestión de los Recursos Humanos implementando soluciones enfocadas a la consecución de objetivos concretos.

**Visión**:
Agilizamos los procesos aportando las capacidades tecnológicas adecuadas para la mejora continua de las empresas.

**Estrategia**:
Consultoría estratégica con un relevante sentido práctico identificando las necesidades y aplicando soluciones e medida.

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