Vas Agent

At **Vueling**, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life.

That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.

We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

**Job Purpose**

The purpose of this position is providing assistance H24/365 to our handling providers to solve and manage different situations, such as:
Remote Supervision of all Network Stations.

**Main Accountabilities**
- Vas agents are accountable for assists and managing commercial requirements such as adding products on demand by our customers at the airport.
- Vas agents are accountable for resolving doubts related to specific bookings, for example RESI or FRAUD.
- Vas agents are accountable for responding inquiries, complaints, troubleshoot that may affect our customers at the airport.
- Vas agents are accountable for providing information regarding commercial products and System transactions as well as Ground Operations policies and procedures.
- Vas agents are accountable for controlling all procedures are implemented according to Vueling standards.
- Vas agents are accountable for providing support to Ground Operations Team in different matters, such as: quality related events, DCS Support, or Support Airport Managers.
- Vas agents are accountable for supervising the operations and follow up the instructions given by Customer response are applied correctly at the airport.

Also can act as link between airport and OCC in case of discrepancies.
- Vas agents are accountable for following up special request by internal departments related to misplaced luggage, for example tracking lost bags from special customers, cooperating with the airports involved to find those bags, and manage baggage delivery.
- Vas agents are accountable for informing airports about bags left on ground and for tracking bags delivery, and for authorizing bags special deliveries.
- Vas agents are accountable for cooperating with social media and communication departments for specific information requested.
- Vas agents are accountable for giving and monitoring special authorizations, for example, DDGG requirements, HUM, or any other that may be requested.
- Vas agents are accountable for giving support to any internal department that requires their support.
- Vas agents are accountable for giving support in matters related to Ground Operations DCS, for example, creating training users, adding or resetting passwords, monitoring system failure, etc.
- Vas agents are accountable for completing call notes and reports and updating them in the system.

**Main Responsibilities - Tasks**
- Assist Ground handlers for adding specific commercial products on demand by the customer at the airports.
- Assist them to resolve questions regarding booking issues, for example RESI or FRAUD.
- Give support to Ground handlers responding inquiries, complaints, troubleshoot that may affect our customers at the airport.
- Assist Ground handler’s in any question regarding commercial products and System transactions.
- Control that flights on those airports using different DCS system are correctly closed.
- Control good practices and that all transactions are done following Vueling Standards.
- Give support to Ground Operations team in any matter that may be required.
- Assist Ground handlers in any question regarding Ground Operations policies & procedures defined in Ground Operations manuals or Operational manuals.
- Give, monitor and follow up any special authorization, for example, DDGG requirements, HUM, or any other that may be requested.
- Inform airports about any change of Aircraft Limitations, for example, Inoperative holds, aircraft changed, in order to avoid safety issues.
- Give support in matters related to Ground Operations DCS, for example, creation of training users, adding or resetting passwords, monitoring system failure, responding inquiries about system functions or transactions, etc.
- Follow up Ground Operations delay reports. Asking airports for more information if required.
- Manage Lost &Found issues. Cooperate with the requirements from internal departments such, ground Ops, Customer, Social Media or Communication, to solve any requirement regarding miss or lost bags. Cooperate with the airports for monitoring misplaced luggage, tracking the delivery of the bags.

Inform airports involved when bags are left on ground, so they are aware before aircraft arrive at destination.

Manage authorizations for specials deliveries.
- Cooperate with social media or communication departments for answer requirements, complains or questions done by our customers through these channels.
- Managing communicating and coordinating with internal departments any special request they may need.
- Identify and escalate issues to their coor