Customer Support Representative

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.