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Contact Center Agent with Disability Certificate (m/f/d)

Hybrid in Madrid·Added 11 days ago (last checked 15 Oct)

ILUNION

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Overview

Work mode: Hybrid, Madrid
Contract: Temporary contract
Hours: Rotating shifts
English: Required
Education: Vocational training (FP Grado Medio)
Benefits: Flexible pay plan

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The ad doesn’t mention sponsorship
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

Nice to have

This job advert was originally written in Spanish.

Pay & benefits

What you'll get

We offer you a competitive salary (fixed + variable).
Temporary contract for 1 year with the possibility of becoming permanent, within a work environment with an excellent working atmosphere.
Hybrid work model with rotating shifts from Monday to Sunday (approximately 1 weekend per month working from home).
You will be able to enjoy a good work environment, with a great opportunity for professional development and access to ongoing training provided by the company to continue developing both your hard and soft skills. You design your future!
Discounts and benefits as an employee of ILUNION Hotels, such as being able to eat at our Foodie restaurant in a healthy and sustainable way.
Access to our Foodie Box restaurant and subsidized meals at €5 per menu as an aid to your upkeep.
Through the MyFlex Project, the possibility of enjoying flexible compensation products: medical insurance, childcare, meals, transport, and training.
Nutrition and Physiotherapy Service.
Discounts and benefits as an employee of the ILUNION Group.

The role

What you'll do

1. Answer phone calls, guiding the conversation with the customer toward selling and advising on ILUNION hotels.
2. Provide the information requested by the customer in accordance with established procedures.
3. Coordinate with hotels the issuance of proforma invoices when the reservation cannot be guaranteed by credit card, carrying out the corresponding follow-up to ensure receipt of payment and subsequent communication to the hotel.
4. Manage requests for the issuance of gift cards from the different areas of the company, coordinating with the marketing department their corresponding physical issuance and with the finance department the obtaining of the order number if applicable, for the correct processing of the reservation in the system, including the information necessary for the hotel for correct billing.
5. Analyze income for the Area on a periodic monthly basis, observing whether the area is in line with the assigned budget, preparing, in coordination with the Area Supervisor, the corresponding corrective action plan if applicable, in order to guarantee compliance with the established objective.

Requirements

Essential: Disability certificate of 33% or higher
Experience: at least 1 year in Tourism and Hospitality, Customer Service and/or Contact center
Education: Intermediate or Advanced degree (preferably Tourism or similar)
Advanced level of English. A second language is valued.
Knowledge of OPERA SYSTEM / Salesforce is valued.
User-level knowledge of office software.

About ILUNION

ILUNION is a Spanish business group owned by ONCE Foundation, operating across multiple sectors including hotels, security, cleaning, laundry services, elderly care, and accessibility solutions. With over 35,000 employees, the group is one of Spain's largest employers of people with disabilities, integrating social commitment into its business model. Its hotel division, ILUNION Hotels, manages a portfolio of urban and resort properties across Spain, while other business units provide facility services, textile care, and senior living solutions.

ILUNION has a strong presence throughout Spain, with offices and operational centers in Madrid, Barcelona, Seville, Valencia, and many other cities. The company is deeply committed to social inclusion, with a workforce where over 40% of employees have disabilities. For international professionals, ILUNION offers a unique opportunity to work in a purpose-driven organization that values diversity and inclusion, with roles ranging from hotel operations to healthcare and technical positions. The company provides a supportive work environment and is actively involved in creating accessible and inclusive workplaces.

Industry: Hotels
Founded: 2014
Employees: 50,000+
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Seville and 7 more
Website: ilunion.com

Good to know if you are moving

ILUNION is a social enterprise that employs over 40% of its workforce from people with disabilities, making it a leader in inclusive employment in Spain.
The company operates in multiple sectors including hotels, security, cleaning, laundry, and senior care, offering diverse career opportunities.
ILUNION has a strong commitment to accessibility and innovation, with a dedicated business unit for accessibility solutions.
The company is part of the ONCE Foundation, one of the most prominent social organizations in Spain, providing stability and a strong corporate culture.
ILUNION offers roles across Spain, from major cities like Madrid and Barcelona to smaller towns, providing opportunities in various regions.

All open roles at ILUNION