Travel & Expenses Customer Support Analyst (spanish speaker)

Job Description:

We are now recruiting a Travel & Expenses Customer Support - Spanish Speaker to join our Travel & Expenses team in Coimbra.
Responsibilities - your mission

• Manage incoming phone calls, emails and chat messages
• Maintain a positive and friendly tone with customers at all times
• Identify and assess Airbus travelers needs to achieve satisfaction and maintain professional customer support 
• Build sustainable relationships and trust with Airbus travelers through open and interactive communication
• Provide accurate, valid and complete information by using the knowledge about Airbus Policies/guidelines, country specific Tax laws and usage of Expense reporting tools. 
• Handle Airbus travelers complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and keep records of customer interactions
• Meet personal/Customer Care Team targets and call handling quotas
• Follow communication procedures, guidelines and policies

​Requirements - our ideal candidate will have
Applicants must have:

• 1+ year of work experience, ideally in Customer Support or Contact Center
• Fluency in English and Spanish (mandatory)
• Strong phone contact handling skills and active listening

​  Applicants ideally should have:

• Proven customer support experience or experience as a Client Service Representative
• Good awareness of any potential compliance risks and committed to act with integrity
• Autonomous, proactive and able to take initiatives
• Ability to promote best practices when communicating with Airbus travelers 
• Customer focus and ability to adapt/respond to different types of characters
• Strong knowledge of computer operation and standard office software (Service now, GOOGLE workplace)
• Ability to multitask, prioritize, and manage time effectively
• Resilient and strong self-control when handling customer complaints
• KDS NEO experience is preferred but not a prerequisite
• Ability to communicate clearly with end‐users, peers and management

Benefits - what’s in it for you:

• Diverse career opportunities within Airbus European core countries or in other regions around the world.
• A hybrid working model, allowing you to combine onsite and offsite work.
• A modern office well connected to public transportation.
• A motivated and fun crew to grow and build and shape the GBS together.
• An intense and exciting onboarding experience.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [email protected].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.