Agent, Customer Services

Location: Madrid-Barajas Intl Apt (MAD-TRML)
Requisition ID: 64748

This is a fixed-term part-time contract for 3 months with the possibility of seasonal extension.

**Intro**:
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board

**Why you'll love this job**:
The job is a member of the Madrid Airport team. You will be responsible to support the General Manager in delivering a safe and first class airport experience to our customers. You will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, you will report into and take instruction from the General Manager, Lead Agent and ISC in customer service and security.

**What you'll do**:

- Provide a consistently high quality customer service and ensure a seamless experience at all contact points
- Perform a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in, Security, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
- Perform all customer service and security functions where passenger contact is involved, i.e. check passengers’ documents and screen passengers at check-in and at the departure gate
- Work closely with and take instructions from the Lead Agents responsible for the flight/work areas/shift
- Conduct relevant administrative duties e.g. ASR, pre-flight and post flight departure
- Represent American Airlines by adhering to the uniform standards and by adopting a customer focused approach at all times
- Promote and sell American Airlines services and products to our customers
- Attend and complete all compulsory training by given deadlines
- Adhere to and promote safe working practices at all times
- Carry out any other reasonable duties consistent with the post

**All you'll need for success**:
**Minimum Qualifications
- Education & Prior Job Experience**
- Excellent interpersonal skills
- Possess a solution orientated approach
- Have the ability to resolve conflicts within time constraints and without losing control
- Have the ability to handle stress effectively and work with minimum supervision
- Possess a strong customer focus and enjoy face to face contact with customers
- Be a representative of the company at all times
- Be well groomed appearance & adhere to the uniform standards at all times
- Be willing and able to work in a shift environment (including weekends, bank and public holidays)
- Be reliable and punctual
- Comply with all American Airlines policies and procedures
- Have the ability to communicate both written and verbally in English and in Spanish
- Be willing and able to successfully complete all relevant training
- Hold an AVSAC security exam

**Preferred Qualifications
- Education & Prior Job Experience**
- Working knowledge of SABRE or QIK SABRE would be an advantage
- Prior customer services experience would be an advantage
- Prior airport experience would be an advantage

**Feel free to be yourself at American**:
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Job Level: 42
Requisition ID: 64748