Barcelona Headquarters

Hello! We are Volotea, the airline of the small and mid-sized cities in Europe.

Since our inception in 2012, we have been amongst the fastest-growing low-cost airlines in Europe. We are enthusiastic enablers of direct travel for Europeans who don’t live in big hubs. We are changing air travel from small and mid-sized cities in Europe, many previously unconnected or underserviced. We aim to connect the people in these cities with their passion for travel, in an enjoyable and increasingly sustainable way.

After over a decade in the skies, we have now more than 70 million passengers. Today, we serve over 100 destinations in 18 countries, actively consolidating our position among the top European airlines in the industry.

In recent years, we have raised our travel capacity more than most competitors, increasing our number of aircraft, routes, destinations, employees, and markets. Throughout this journey, our team continues to excel and grow stronger as our services gain recognition amongst an expanding European audience. We are a young, dynamic, and international team that enjoys working together to grow our company during this exciting time in the airline industry.

Our main markets are France, Italy, Spain, and Greece. We have 21 operational bases: Nantes, Bordeaux, Toulouse, Marseille, Strasbourg, Lille, Lourdes, Lyon, and Brest in France; Venice, Verona, Palermo, Cagliari, Olbia, Florence, Bari, and Naples in Italy; Asturias and Bilbao in Spain; Athens in Greece; and Hamburg in Germany.

If you feel inspired by our story and you’re ready to take off with us, continue reading!

We are hiring a Customer Response (Spanish & English Speaker) who has experience in interacting with different cultural environments and can work in a challenging high-growth atmosphere.

Are you a skilled, positive, assertive, and sociable individual who enjoys working as part of a multicultural team?

If your answer is yes, apply to come on board and make Volotea your next professional destination.

What you will do:

You will play a vital role in ensuring our customers receive outstanding support and assistance during any disruptions or incidents affecting their flight plans by providing proactive information (SMS) and assistance to our customers in real time, working H24 and managing 24/7 rotating shifts in Operation Control Center.

• Provide timely and proactive information and assistance in case of any disruption during the daily operation.
• Offer information regarding solutions and assistance to customers affected by external factors such as weather events, volcano eruptions, bird strikes, strikes, and other operational challenges.
• Proactively offer airports alternatives for potential overbooking situations and assist with bookings hotels, new plane tickets, meals, ground transport and other possible needs.
• Proactively make courtesy calls to those customers with particular needs and monitor sensitive cases.
• Maintain a high level of professionalism and empathy while addressing customer needs and concerns.
• Collaborate closely with other departments, including Operations, Customer Service, and Ground Services, to ensure a seamless customer experience and swift resolution of issues.
• Act as a liaison between customers and relevant internal teams to facilitate smooth communication and problem-solving.
• Utilize the company's customer relationship management (CRM) system to document interactions, update customer profiles, and track issue resolution.
• Perform Cost control of all the actions taken.
• Handling with some administrative tasks such as booking issues proactive management, creating & sending passengers certificates or communications after an operational disruption or delay and supporting finance department with fraud and chargebacks.

What you will need:

• Previous experience in a customer service role, preferably in the aviation industry.
• Excellent communication skills, both verbal and written, with a strong command of English and Spanish.
• Ability to remain calm and composed in high-pressure situations and effectively manage customer expectations.
• Quick learning ability with a strong focus on customer satisfaction.
• Strong problem-solving and decision-making abilities.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Flexibility to work in shifts, including nights, evenings, weekends, and holidays.
• A passion for delivering exceptional customer service and going above and beyond to meet customer needs.

What do we offer:

❤ CULTURE: a thriving, positive, collaborative environment where your voice matters.

💥 IMPACT: a fast-growing company where you tackle every challenge and make things happen.

🌈 DIVERSITY: multi-cultural team with a mix of different nationalities and backgrounds.

🏙 CITY CENTER: headquarters located in the lively city center of Barcelona, well connected with public transport, and close to restaurants, services, and shops for your convenience.

Learn more about working at Volotea HQ. Watch our colleagues define it in one word.

Volotea is an equal opportunity employer that values diversity and inclusion and strives to recruit diverse candidates. Our goal is to continuously improve and sustain an inclusive culture by attracting, developing, and engaging the best talent in our industry.

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