**Title:** Premium Customer Experience Agent Hub **Date:** Dec 16, 2025 **Location:** Madrid, M, ES, 28079 **Our Company** We are Spain’s largest airline and the leading carrier between Europe and Latin America; we belong to the IAG aviation group and are part of the **oneworld** alliance. Our goal is always to be our customers’ top choice for travel—and for them to feel that their safety, as well as the quality and experience of their journey, are our highest priorities. In addition to being an airline, we operate a complementary business: aircraft maintenance. 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 **Premium Experience Agent**, you will represent Iberia to our Top Tier and Business customers, ensuring their airport experience is seamless, personalized, and exceptional—always with a smile and a proactive attitude. **Your Objectives:** * Provide personalized assistance in VIP lounges. * Ensure every space our customers encounter is impeccably prepared, comfortable, and aligned with the Premium experience they expect. * Accompany and assist customers throughout their entire airport journey. * Serve authorities and VIPs with discretion and professionalism. * Resolve customer requests and flight-related issues. * Anticipate customer needs and proactively offer solutions. * 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 to complex challenges. * Create memorable experiences that exceed expectations. **Education and Experience:** * Minimum qualification: Spanish Baccalaureate or Higher Vocational Training Cycle. * Degrees in Tourism, International Relations, Communications, or related fields are highly valued. * Demonstrable customer service experience in airports. * Familiarity with operational tools: Resiber, Amadeus, World Tracer, Altea. * Advanced English proficiency (minimum CEFR B2+). Additional languages are a plus. **Job Competencies:** * Strong customer orientation and service mindset. * Excellent interpersonal and communication skills. * Ability to work under pressure and in multicultural environments. * Attention to detail and commitment to excellence. * Proactive, collaborative, and team-oriented attitude. * Passion for making a positive impact and driving results. * Willingness to learn, adapt, and innovate. **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 cohesively toward a shared objective in a diverse and inclusive environment. * **We Bring Heart and Passion**: You make things happen by fully committing to everything you do. * **We Reinvent Tomorrow**: You seek fresh, innovative ideas to solve problems. * **We Connect with Customers and Colleagues**: You consistently go one step further than expected—with a smile and friendly demeanor. * **We Keep It Simple and Efficient**: We focus on what matters most—analyzing situations and eliminating anything that adds no value. * **Safety Is in Our DNA**: We prioritize attention and care from day one—in every ground operation, every flight. We know our processes and apply them rigorously. **Our Commitment to Diversity, Equity, and Inclusion** At Iberia, we are one and diverse. We faithfully reflect today’s society and benefit from highly diverse teams that enrich us, making us more creative and innovative. We are fully committed to offering equal professional opportunities to everyone. To this end, all hiring decisions are based solely on the competencies, skills, and knowledge required for the role—and demonstrated by each candidate. We strive to ensure representation of the diversity that makes us so strong across all stages of our selection processes. **Position:** Administrative **Workplace:** Adolfo Suárez Madrid–Barajas Airport **Shift Work:** 24/7, 365 days per year.