Flight Booker / Ticketing Agent – English Speaking

Acerca de la Empresa

Iberia is the flag carrier airline of Spain, a global leader in air transport for over 90 years. As a member of the IAG Group, we are committed to connecting people and cultures through our extensive network of destinations across Europe, the Americas, Africa, and Asia. We pride ourselves on exceptional customer service, operational excellence, and fostering a dynamic and inclusive work environment.

Descripción del Trabajo

We are seeking a dedicated and customer-focused Flight Booker / Ticketing Agent to join our vibrant team in Chueca, Madrid. In this crucial role, you will be the primary point of contact for our English-speaking customers, assisting them with flight bookings, ticket modifications, cancellations, and providing comprehensive travel information. You will play a vital part in ensuring our passengers have a seamless and positive experience from initial inquiry to final destination.

Responsabilidades Clave

• Handle inbound customer inquiries via phone, email, and chat regarding flight information, availability, and pricing in English.
• Book, modify, and cancel flight reservations using Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo.
• Issue and re-issue tickets, manage seat assignments, and process special service requests (e.g., special meals, assistance for reduced mobility passengers).
• Provide accurate information on baggage policies, visa requirements, travel insurance, and other travel-related services.
• Resolve customer complaints and issues efficiently and professionally, escalating complex cases when necessary.
• Process payments and refunds accurately.
• Maintain up-to-date knowledge of airline policies, fare rules, and travel regulations.
• Collaborate with other departments to ensure smooth operations and customer satisfaction.

Habilidades Requeridas

• Fluent in English (verbal and written) with excellent communication skills.
• Proficiency in using at least one Global Distribution System (GDS) like Amadeus, Sabre, or Galileo.
• Strong customer service orientation with a calm and empathetic approach.
• Excellent attention to detail and accuracy in data entry and ticketing.
• Ability to work effectively in a fast-paced and dynamic environment.
• Problem-solving skills and the ability to make quick, informed decisions.
• High school diploma or equivalent.

Cualificaciones Preferidas

• Previous experience (1+ years) in a travel agency, airline, or call center environment.
• Additional language proficiency (e.g., Spanish, French, German).
• Certification in a GDS system.
• Familiarity with international travel regulations and visa requirements.

Ventajas y Beneficios

• Competitive salary and performance-based bonuses.
• Comprehensive health and dental insurance.
• Generous travel benefits and discounts for employees and their families.
• Professional development and training opportunities.
• Dynamic and multicultural work environment.
• Employee assistance program.
• Located in the vibrant Chueca district with excellent public transport links.

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