About this role
We’re looking for motivated, engaged people to help make everyone’s journeys better.
Job Summary:
We are looking for a proactive and detail-oriented Customer Service Representative to join our Retail team. This role is pivotal in managing passenger claims related to onboard purchases, as well as handling incidents and inquiries regarding pre-order services. The ideal candidate will possess strong communication and problem-solving skills and demonstrate the ability to collaborate effectively across multiple departments to ensure timely and efficient resolution of cases.
Key Responsibilities:
Customer Service (SAC):
• Receive, register, and classify customer incidents through various channels (email, CRM, ticketing systems, etc.). • Perform preliminary analysis to ensure proper routing or immediate resolution of incidents. • Coordinate with internal departments including Payments, Back Office, IT, Logistics, and Finance to resolve issues such as refunds, product replacements, or loyalty points claims. • Provide continuous follow-up on each case, ensuring timely and accurate responses to customers. • Maintain accurate records by updating case management systems with progress notes and resolutions. • Prepare regular reports on resolved, pending, and recurring incidents. • Identify recurring patterns and propose improvements to prevent future issues. • Respond promptly to internal inquiries regarding case statuses. • Ensure compliance with service level agreements and quality standards.
Preorder Support:
• Register, validate, and update pre-order purchase requests in the system. • Collaborate with Purchasing, Warehouse, and Logistics teams to ensure product availability and on-time delivery. • Monitor pre-order statuses and provide timely updates to internal and external stakeholders. • Manage order changes or cancellations following internal policies. • Address inquiries and complaints related to pre-orders with a customer-centric approach. • Ensure seamless integration of pre-orders into invoicing and dispatch processes.
Qualifications:
• Advanced Vocational Training or University degree in Business Administration, Tourism, Logistics, or related fields. • Proven experience in customer service or post-sales support roles. • Previous experience and solid understanding of e-commerce management and processes. • Proficiency in Microsoft Excel and PowerPoint.
Key Skills:
• Strong attention to detail and accuracy. • Analytical mindset with excellent problem-solving abilities. • Effective time management and ability to prioritize tasks under pressure. • Customer-focused approach with a commitment to continuous improvement. • Collaborative team player comfortable working across departments. • Fluency in Spanish and English (spoken and written). • Catalan language skills are a plus.
If you want to be part of a team that helps make travel and culinary memories, join us!