Basque-speaking Customer Advisor (on-site)

Job Title: Basque-Speaking Customer Support Specialist (Airline Sector)

Location: Fully On-Site (Presencial)

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

Overview of the Role

We are looking for an energetic, empathetic, and solution-oriented Basque-speaking Customer Support Specialist to join our team in delivering outstanding assistance to passengers within the commercial airline industry.

In this central role, you will act as a primary brand representative and frontline touchpoint for travelers, managing a broad spectrum of inquiries across multiple service channels. Your top priority will be to guarantee a smooth, stress-free, and enjoyable journey for every passenger—whether that involves updating travel itineraries, resolving technical issues on digital platforms, or answering detailed policy questions.

Key Responsibilities

• Omnichannel Support: Promptly and professionally handle passenger requests across various communication channels, including incoming calls, live chats, and email correspondence.
• Reservation & Travel Management: Handle bookings, process flight modifications or cancellations, clarify carrier guidelines, and make accurate administrative updates to passenger records.
• Technical Guidance: Provide clear, step-by-step assistance to help travelers navigate web check-in, manage online user profiles, troubleshoot mobile app glitches, and use self-service tools.
• Problem Resolution & Customer Empathy: Utilize strong active listening and empathy to resolve sensitive issues, addressing traveler concerns constructively to deliver a high-quality experience.
• Multilingual Operations: Switch smoothly between Basque, Spanish, and English to serve a wide range of regional and international passengers while maintaining clear communication with internal teams.
• Data Logging & CRM Maintenance: Ensure precise, timely tracking of all customer interactions, service cases, and ticket updates within Windows-based applications and standard Microsoft Office tools.

Candidate Profile

Required Qualifications:

• Language Proficiency: Native or near-native fluency in Basque (Euskera), advanced professional command of Spanish, and functional intermediate English (B1–B2 level) to work with internal systems, training courses, and corporate documentation.
• Educational Background: High school diploma or an equivalent completed credential.
• Technical Aptitude: Strong familiarity with Windows desktop operating systems and comfortable daily use of Microsoft Office applications (Word, Excel, Outlook).

Experience & Key Competencies:

• Prior experience in customer support, contact center environments, hospitality, or the travel industry is highly desirable.
• Outstanding written and verbal communication skills across all specified languages.
• Natural empathy, patience, and a genuine passion for customer care.
• Excellent organizational skills with the capacity to solve problems quickly and remain calm under pressure.
• Proactive mindset, positive team spirit, and a commitment to continuous learning.

Position Terms & Benefits

• Work Arrangement: 100% on-site role (Presencial) based at our facilities.
• Work Schedule: Rotating operational shift patterns scheduled Monday through Sunday, between 09:00 and 20:00.
• Base Salary: Competitive starting fixed salary of €19,623.64 gross per year.
• Incentive Scheme: Annual performance-based bonus package of up to €1,200.
• Onboarding & Training: Comprehensive initial training provided from day one to ensure complete mastery of specialized flight reservation systems, support procedures, and company policies.