Network & Customer Recovery Agent
hace 6 meses
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**
- 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.)
- Booking management with Resiber and Navitaire.
**Main Relationships**
The main relationship 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
**Other**
Availability to work in 12-hour rotating shifts, covering 24 hours a day.
**Location**
Barcelona
**Our benefits**
- **Staff travel**
Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.
- ** Flex Benefits**
There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.
- ** Employee Cafeteria & Canteen**
Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices
- ** Gym Discount**
As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more
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