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Proactive Customer Care Administrator

On-site in Madrid·Added 1 month ago

Iberia

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Overview

Work mode: On-site, Madrid
English: Required
Education: Vocational training (FP Grado Medio)

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No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

Education: Secondary or higher education.
Proficiency in systems such as Resiber, Amadeus.
Knowledge of Salesforce.
Intermediate-high English.
Availability for shift work.
At least 1 year of experience in customer service (contact center, airports, or similar).
Experience in operational or high-pressure environments.
Ability to manage multiple tasks in parallel.
Ability to communicate clearly and effectively with customers.

The role

As a Proactive Customer Care Administrative Assistant, you will provide proactive customer service in operational disruption situations, ensuring clear, consistent, and timely communications that reduce customer effort and improve their experience.

The role focuses on the proper execution of communications, efficient incident management, and contributing to first-contact resolution within operational environments.

What you'll do

Execute customer communications during operational disruption situations, ensuring quality, clarity, and appropriate timing.
Manage incidents related to flight operations (delays, aircraft changes, on-board incidents, etc.), following defined procedures.
Properly inform customers about their rights, available options, and claims processes.
Participate in managing critical delays by sending communications and providing support in implementing defined measures.
Execute communications related to baggage (delayed baggage, mishandled baggage, etc.).
Properly apply customer service procedures in extraordinary situations.
Ensure the proper use of tools and systems (CRM, operating systems, etc.).
Escalate complex incidents or those outside standard procedures to the shift supervisor.
Collaborate with other teams (Contact Center, Airports, OCC/NCS, Social Media) to ensure consistency in customer information.
Contribute to continuous improvement by identifying recurring incidents or opportunities for improvement in processes and communications.

description

Our company

Your role:

Responsibilities/Functions:

Your knowledge and requirements:

Experience

Talent at Iberia

Our commitment to Diversity and Inclusion

About Iberia

Iberia is the flag carrier airline of Spain and one of the largest airlines in Europe, operating a broad international network from its hub at Madrid-Barajas Airport. The company is part of the International Airlines Group (IAG), alongside British Airways, Vueling, and LEVEL, and is a founding member of the Oneworld alliance. With a fleet of over 100 aircraft, Iberia serves more than 100 destinations across Europe, the Americas, Africa, and the Middle East, and is a major player in the maintenance, repair, and overhaul (MRO) sector, with its own hangars and workshops in Madrid.

Iberia has a significant presence in Spain, with its headquarters and main operational base in Madrid, and a major maintenance hub in La Muñoza. The company is a key employer for aviation professionals in Spain, particularly for engineers, technicians, and pilots. For international hires, Iberia offers a multicultural work environment and the opportunity to work in a leading European airline, with roles ranging from aircraft maintenance and engineering to commercial and digital positions. The company's culture emphasizes technical excellence and operational safety, and it is a relevant option for professionals looking to relocate to Spain.

Industry: Aviation
Founded: 1927
Employees: 20,000–50,000
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Palma de Mallorca
Website: iberia.com

Good to know if you are moving

Iberia is part of the International Airlines Group (IAG), a multinational holding, which can offer opportunities for internal mobility across its airlines (British Airways, Vueling, etc.).
The company's official working language is Spanish, but English is widely used in technical documentation and in many operational areas, making it accessible for international professionals.
Iberia has its own MRO (Maintenance, Repair, and Overhaul) division with large facilities in Madrid (La Muñoza), offering specialized roles for aircraft maintenance engineers and technicians.
The company runs a specific training program for new maintenance technicians (Programa de Formación), starting in October, which can be an entry point for international candidates.
Many roles, especially in engineering and maintenance, require EASA Part-66 licenses or equivalent certifications, which are internationally recognized and can be a valuable asset for professionals.

In their own words

About the company & team

We are the largest Spanish airline and leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be the best travel option for our customers and to make them feel that what matters most to us is their safety and the quality and experience of their journey. In addition to the airline, we also have aircraft maintenance as a complementary business.

At Iberia, we value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.

We value that our professionals are an example of behaviors for customers, but also within the team. We expect all new hires to be an example of these.

We are one and diverse: You work in a coordinated, open, and collaborative manner pursuing a common goal in a diverse and inclusive environment.
We put soul and passion: You make things happen by fully committing to everything you do.
We reinvent tomorrow: You look for new and different ideas to solve problems.
We connect with our customers and colleagues: You always want to go a step further than expected with a smile and a pleasant manner.
We make it simple and efficient: We focus on what's important, analyzing situations and eliminating what doesn't add value.
We carry safety in our DNA: We work with the attention and care of the first day: in every ground operation, in every flight. We know the processes and apply them rigorously.

Additional information

At Iberia, we are one and diverse. We are a faithful reflection of today's society and have teams with very diverse profiles that enrich us to be more creative and innovative.

We believe in talent without labels and are fully committed to offering the same professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge necessary for the performance of the position.

All open roles at Iberia