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 PurposeThe main objective of the Customer Care Coordinator is the online and offline monitoring of the main KPIs of the area such as AL, SL, AHT to establish necessary action plans with the supplier in case of any deviation from them, as well as to attend and manage the area's mailboxes and internal requests.
Main AccountabilitiesThe roles and responsibilities of this position are mainly:
Monitor, online and offline, supplier's main KPIs: NDA, NDS, AHT.Manage the relationship with the supplier with frequent on-site visits, establishing the necessary action plans in case of KPIs deviations.Operational information processing: Support in end-customer management, communication and advice to coordinators.Implement improvements to reduce call duration.Manage mailboxes and complaints from the steering committee and official bodies.Resolve supplier queries.EducationHigh School / FPII
Experience- At least 3 years of experience and demonstrable knowledge in similar positions.
- 3 years in technological management tools (MasVoz, CRM Siebel, Navitaire, Aims).
CompetenciesPrioritization of several tasks and management of multiple projects simultaneously.High analytical skills.Ability to work in a fast-paced and demanding environment.Agile in decision making.Ability to work under pressure.LanguagesEnglish C1
Spanish C1
Other languages such as Italian, French or German would be an asset.
Other- Afternoon shift from 14h to 22h.
- Availability to work on call.
- Availability to travel and move between different call centers.
LocationBarcelona
LevelIndividual Contributor 5
Our benefitsEvery single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more!
We have won the award for the "Best Low-Cost Airline in Europe 2021" at the Skytrax World Airline Awards, the world's largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience!
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