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!