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.Asegúrese de enviar su solicitud rápidamente para maximizar sus posibilidades de ser considerado para una entrevista. Lea la descripción completa del puesto a continuación.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.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. We are looking for the following profilesSPANISH / ENGLISH + ITALIANSPANISH / ENGLISH + FRENCHResponsibilities:Provide timely and proactive information in case of any disruption during daily operations.Offer solutions and assistance to customers affected by external factors such as weather conditions, volcanic eruptions, bird strikes, strikes, and other operational challenges.Proactively offer airport alternatives for potential overbooking situations and assist with hotel bookings, new flight tickets, meals, ground transport, and other customer needs.Make courtesy calls to customers with special needs and monitor sensitive cases.Maintain a high level of professionalism and empathy while addressing customer concerns and needs.Collaborate closely with other departments, including Operations, Customer Service, and Ground Services, to ensure a smooth customer experience and quick issue resolution.Act as a liaison between customers and relevant internal teams to facilitate seamless communication and problem-solving.Use the company's CRM system to document interactions, update customer profiles, and track issue resolution.Perform cost control for all actions taken.Handle administrative tasks such as:Proactive management of booking issues.Creating and sending passenger certificates or communications after operational disruptions or delays.Supporting the finance department with fraud and chargeback management.Requirements: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.Proficiency in Italian or French is required.Ability to stay 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, 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 (Dependiendo de los idiomas hablados), por 40 horas semanales, incluyendo la turnicidad, la nocturnidad y el trabajo en fines de semana/festivos en el salario. xohynlm Únete a nuestro equipo En Hola Consultores apostamos por ti