Premium Customer Experience Administrative Agent

Our company

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.

Your role:

As a Premium Customer Experience Admin Agent, you will be the face of Iberia for our Top Tier and Business customers, ensuring their airport experience is smooth, personalized, and excellent, always with a smile and a proactive attitude.

Responsibilities/Functions

• Provide personalized assistance in the VIP lounges.
• Ensure that every space our customers encounter is impeccably prepared, comfortable, and aligned with the Premium experience they expect.
• Accompany and support customers throughout their journey through the airport.
• Attend to authorities and VIPs with discretion and professionalism.
• Resolve customer requests and issues related to flights.
• Anticipate customer needs and offer solutions proactively.
• Collaborate openly and constructively with colleagues and partners.
• Share information transparently to build trust and efficiency within the team.
• Contribute to a culture of teamwork and shared success.
• Seek simple, practical solutions for complex challenges.
• Create memorable experiences that exceed expectations.

Your knowledge and requirements

Education and Experience

• No university degree required.
• Studies in Tourism, International Relations, Communications, or similar fields will be positively valued.
• Demonstrable experience in customer service at airports.
• Familiarity with operational tools: Resiber, Amadeus, World Tracer, Altea.

Languages

• Advanced English level (minimum B2+). Other languages will be positively valued.

Skills and Attitudes

• Strong customer orientation and service vocation.
• Excellent interpersonal and communication skills.
• Ability to work under pressure and in multicultural environments.
• Attention to detail and commitment to excellence.
• Professional image and discretion.
• Proactive, collaborative attitude focused on teamwork.
• Passion for generating a positive impact and making things happen.
• Willingness to learn, adapt, and innovate.

Talent 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 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.

Our commitment to Diversity and Inclusion

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.