PROACTIVE CUSTOMER CARE ADMINISTRATOR

Description

Job Summary: Executes proactive customer service during operational disruptions, ensuring clear and efficient communications to enhance the customer experience. Key Highlights: 1. Customer service during operational disruptions. 2. Efficient management of communications and incidents. 3. Collaboration with teams to ensure information consistency. **Title:** PROACTIVE CUSTOMER CARE ADMINISTRATOR **Date:** 1 Jun 2026 **Location:** Madrid, M, 28079 Our Company We are the largest Spanish airline and a leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is always to be the best travel option for our customers and to make them feel that their safety, as well as the quality and experience of their journey, are our top priorities. In addition to our airline operations, aircraft maintenance is one of our complementary businesses. At Iberia, we value professionals who serve as role models for customers—and also within their teams. We expect all new hires to embody these values. Your Role: As a **Proactive Customer Care Administrator**, you will execute proactive customer service during operational disruptions, ensuring clear, consistent, and timely communications that reduce customer effort and improve their experience. This role focuses on accurate communication execution, efficient incident management, and contributing to first-contact resolution within operational environments. Responsibilities/Functions: * Execute customer communications during operational disruptions, ensuring quality, clarity, and appropriate timing. * Manage incidents related to flight operations (delays, aircraft changes, onboard incidents, etc.), following defined procedures. * Accurately inform customers about their rights, available options, and complaint processes. * Participate in managing critical delays by sending communications and supporting activation of defined measures. * Execute baggage-related communications (delayed baggage, baggage not loaded, etc.). * Correctly apply customer service procedures in extraordinary situations. * Ensure proper use of tools and systems (CRM, operational systems, etc.). * Escalate complex or out-of-procedure incidents to the on-duty supervisor. * Collaborate with other teams (Contact Center, Airports, OCC/NCS, Social Media) to ensure consistent customer information. * Contribute to continuous improvement by identifying recurring incidents or opportunities to enhance processes and communications. Your Knowledge and Requirements: * Education: Secondary or higher. * Proficiency in systems such as Resiber, Amadeus. * Knowledge of Salesforce. * Upper-intermediate English. * Availability to work rotating shifts. Experience * Minimum 1 year of customer service experience (contact center, airports, or similar). * Experience in operational or high-pressure environments. * Ability to manage multiple tasks simultaneously. * Skill in communicating clearly and effectively with customers. Talent at Iberia We value professionals who serve as role models for customers—and also within their teams. We expect all new hires to embody these values. * **We Are One and Diverse**: You work collaboratively, openly, and coordinately toward a shared objective in a diverse and inclusive environment. * **We Put Heart and Passion Into Everything**: You drive results by fully committing to everything you do. * **We Reinvent Tomorrow**: You seek new and different ideas to solve problems. * **We Connect With Our Customers and Colleagues**: You always aim to exceed expectations—with a smile and pleasant treatment. * **We Keep It Simple and Efficient**: You focus on what matters most—analyzing situations and eliminating non-value-adding elements. * **Safety Is in Our DNA**: We work with full attention and care from day one—in every ground operation, in every flight. We know our processes and apply them rigorously. Our Commitment to Diversity and Inclusion At Iberia, we are one and diverse. We faithfully reflect today’s society and have highly diverse teams that enrich us, making us more creative and innovative. We believe in talent without labels and are fully committed to offering equal professional opportunities to everyone. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge required to perform the role.