Basque-speaking Customer Advisor (on-site)

Location: On-site (Presencial)

Language Requirements: Fluent Basque (Euskera), Advanced Spanish, and Intermediate English (B1–B2)

Overview of the Role

We are seeking an energetic, highly empathetic, and solution-driven Basque-speaking Customer Advisor to join our team and deliver exceptional passenger support within the commercial aviation industry.

In this dynamic position, you will serve as a primary brand ambassador and frontline point of contact for travelers, handling a wide range of inquiries across various communication channels. Your core mission will be to ensure a seamless, hassle-free, and memorable travel journey for every passenger—whether you are helping them rebook flights, resolving technical issues with digital tools, or answering complex administrative questions.

Key Responsibilities

• Omnichannel Communication: Efficiently respond to and manage incoming passenger inquiries across multiple service channels, including inbound telephone calls, live web chat, and email support.
• Booking & Travel Administration: Oversee passenger reservations, facilitate itinerary changes and cancellations, clarify airline travel policies, and execute necessary administrative adjustments accurately.
• Technical Guidance: Offer clear, step-by-step guidance to help passengers navigate digital check-in platforms, manage online user accounts, troubleshoot mobile application issues, and access self-service booking portals.
• Problem Resolution & Empathy: Exercise outstanding active listening and empathy to de-escalate sensitive situations, addressing passenger concerns efficiently while turning challenging situations into positive customer experiences.
• Multilingual Service: Seamlessly transition between Basque, Spanish, and English to assist a diverse local and international passenger base, while maintaining clear communication with internal operational teams.
• Record Keeping: Ensure accurate and timely logging of all customer interactions, service requests, and case status updates within Windows-based software and standard Microsoft Office tools.

Candidate Profile

• Language Skills: Native or near-native fluency in Basque (Euskera), advanced professional proficiency in Spanish, and a reliable intermediate command of English (B1–B2 level) for using internal systems, training modules, and company documentation.
• Education: Secondary school diploma or an equivalent completed educational qualification.
• Technical Proficiency: High comfort level navigating Windows desktop environments and routine working familiarity with Microsoft Office (Word, Excel, Outlook).
• Work Experience: Prior professional experience in customer service, call center/contact center operations, travel, or hospitality environments is strongly preferred.
• Soft Skills:
  • Exceptional written and verbal communication skills across all required languages.
  • Natural empathy, patience, and a genuine passion for helping others.
  • Strong organizational habits with the ability to solve problems quickly and calmly under pressure.
  • A proactive, high-energy attitude, a willingness to learn continuous skills, and a strong commitment to team collaboration.

Position Terms & Benefits

• Work Model: Fully on-site position (Presencial) based at our facilities.
• Work Schedule: Rotating operational shifts scheduled between 09:00 and 20:00, operating Monday through Sunday.
• Base Remuneration: A competitive starting salary of €19,623.64 gross per year.
• Incentive Package: Performance-based annual bonus scheme of up to €1,200.
• Onboarding: Comprehensive initial training provided from day one to ensure full mastery of specialized airline booking systems, customer care workflows, and internal policies.