Customer Response Agent

_**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.
- 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._

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, with a strong command of the **English language**. Additional language proficiency such **Italian or French needed**. Spanish is a plus.
- 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.
- El salario son _**22.000€ brutos al año**_, trabajo 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**_

Tipo de puesto: Contrato temporal
Duración del contrato: 6 meses

Salario: 22.000,00€ al año

Beneficios:

- Seguro médico privado

Horario:

- Turno de mañana
- Turno de noche
- Turno de tarde
- Turno rotativo

Preguntas para la solicitud:

- El salario son 22.000€ brutos al año, trabajo por 40 horas semanales, incluyendo la turnicidad, la nocturnidad y el trabajo en fines de semana/festivos en el salario. ¿estas de acuerdo?
- ¿Dispones de documentación necesaria para trabajar en España?
- ¿Cuántos años de experiência tienes en un puesto similar?

Idioma:

- Español (Obligatorio)
- Francés (Obligatorio)
- Italiano (Obligatorio)
- Inglés (Obligatorio)

Ubicación del trabajo: Teletrabajo híbrido en 08030 Barcelona