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 looking for a dedicated, empathetic, and resolution-driven Basque-speaking Customer Advisor to join our team, delivering exceptional support to commercial airline passengers.

In this capacity, you will act as the primary point of contact for travelers, offering vital assistance across multiple communication channels. Your core objective is to deliver a seamless, reliable, and premium service experience—whether you are adjusting flight schedules, guiding passengers through digital platforms, or resolving general account inquiries.

Key Responsibilities

• Omnichannel Communication: Handle inbound passenger inquiries promptly and professionally across phone, live chat, and email channels.
• Booking & Travel Administration: Manage passenger reservations, facilitate itinerary changes and updates, explain fare rules and policies, and execute routine administrative account updates.
• Technical Guidance: Help passengers navigate digital check-in systems, manage account access, troubleshoot mobile application issues, and utilize online self-service tools.
• Problem Resolution & Empathy: Maintain a composed, polite, and reassuring demeanor during high-pressure or challenging scenarios, transforming passenger issues into positive customer experiences.
• Multilingual Service: Deliver clear support in Basque, Spanish, and English to assist local and international passengers, while collaborating effectively with internal teams.
• Record Keeping: Maintain clear, precise logs of customer interactions, case details, and resolution steps within Windows-based systems and Microsoft Office software.

Candidate Profile

• Language Skills: Fluent proficiency in Basque (Euskera), advanced proficiency in Spanish, and intermediate English skills (B1–B2 level) to work with internal systems and review operational guidelines.
• Education: High school diploma or an equivalent completed educational qualification.
• Technical Proficiency: Strong computer literacy within Windows operating systems, including everyday practical knowledge of Microsoft Office applications.
• Work Experience: Prior experience in customer care, call center environments, or the travel and hospitality sector is advantageous.
• Soft Skills:
  • Outstanding written and verbal communication skills across all required languages.
  • Authentic empathy, patient attitude, and a focus on customer care.
  • Strong organizational ability combined with a proactive approach to problem-solving.
  • Positive mindset, readiness to pick up new processes, and a collaborative team attitude.

Position Terms & Benefits

• Work Model: On-site position (Presencial).
• Work Schedule: Rotating shift schedule between 09:00 and 20:00, Monday to Sunday.
• Base Remuneration: €19,623.64 gross annual base salary.
• Incentive Package: Annual performance-based bonus up to €1,200.
• Onboarding: Thorough initial training provided to prepare you with full knowledge of aviation platforms, company protocols, and service standards.