Customer Service Agent

Welcome to this recruitment process with Vueling!

Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.

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At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.

Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.

Manage and resolve customer service disruptions, including flight cancellations, delays, over bookings, and missed connections, within the Customer Operations department, by operating reservation systems, coordinating with iOCC, airport handlers, third-party vendors, and internal teams, in compliance with airline policies and operational procedures, and keeping customers informed, with the aim of delivering timely solutions, ensuring customer satisfaction, facilitating compensation processes, and maintaining operational records for future claims.

• Ensure timely responses to schedule changes and minimise customer impact.
• Provide passengers with the earliest possible travel solutions.
• Meet customer needs during extended delays and ensure their comfort.
• Minimise service interruptions and maintain operational continuity.
• Reduce passenger inconvenience and resolve seat allocation issues effectively.
• Ensure consistent, compliant, and customer-focused compensation resolutions.
• Maintain accurate records and coordinate responses efficiently.
• Keep stakeholders informed and reduce uncertainty during service disruptions.
• Create a clear operational history for performance analysis and future claims.
• Support punctuality, coordination, and proactive disruption management.
• Maintain customer satisfaction and reduce anxiety during travel disruptions.
• Offer personalised support and resolve critical customer issues promptly.
• Ensure swift and coordinated responses to high-priority cases.
• Contribute effectively to the resolution of emergencies affecting customers.
• Ensure smooth operations and address immediate issues during night shifts.

• Monitor flight schedules for cancellations and delays, identifying potential disruptions promptly.
• Rebook affected passengers on alternative flights, using reservation systems and available inventory.
• Arrange hotel accommodations and meal vouchers, coordinating with vendors as per company policy.
• Manage disruptions such as delays, cancellations, and other disruptive events, addressing issues swiftly.
• Manage missed connections and over bookings, reallocating passengers according to policy
• Apply compensation according to company policy, assessing passenger claims fairly.
• Operate reservation systems and communicate with internal teams, managing bookings and disruptions effectively.
• Elaborate and send ad hoc communications to customers and airports regarding disruptions, providing timely updates.
• Maintain detailed records and resolve operational procedures and issues, documenting all actions.
• Keep contact with key airports to track service performance and timings, exchanging real-time information.
• Keep customers informed regularly during disruptions, providing timely updates.
• Contact specific customers directly whenever necessary, addressing their concerns individually.
• Provide support to resolve urgent cases within Customer Operations, collaborating with cross‑functional teams.
• Participate in the Customer Emergency Response Team, supporting crisis management activities.
• Responsibility During Night Shifts, provide support for any required task within the Customer Operations department, prioritising urgent needs.

• iOCC (Integrated Operations Control Centre):
  Collaborates with iOCC to monitor flight schedules, manage cancellations, and coordinate…