Premium Customer Experience Admin Agent

Description

Job Summary: Premium Customer Experience Admin Agent for Iberia, ensuring seamless, personalized, and exceptional service for Top Tier and Business customers at the airport. Key Highlights: 1. Personalized assistance in VIP lounges and customer escorting. 2. Discreet and professional handling of authorities and dignitaries. 3. Proactive resolution of requests and incidents, anticipating customer needs. **Title:** **Premium Customer Experience Admin Agent** =============================================================== Date: 25 Jun 2026 Location: Madrid, M, ES, 28079 Our Company We are Spain's largest 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 choice for our customers and to ensure they feel that their safety, and 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 exemplify these behaviors. Your Role: As a **Premium Customer Experience Admin Agent**, you will be the face of Iberia for our Top Tier and Business customers, ensuring their airport experience is always seamless, personalized, and exceptional—with a smile and a proactive attitude. Responsibilities/Functions: * Provide personalized assistance in VIP lounges. * Ensure every space our customers encounter is impeccably prepared, comfortable, and aligned with the Premium experience they expect. * Escort and support customers throughout their journey at the airport. * Handle authorities and dignitaries (VIPs) with discretion and professionalism. * Resolve customer requests and flight-related incidents. * Anticipate customer needs and proactively offer solutions. * Collaborate openly and constructively with colleagues and partners. * Share information transparently to foster trust and efficiency across the team. * Contribute to a collaborative team culture and shared success. * Seek simple, practical solutions to complex challenges. * Create memorable experiences that exceed expectations. Your Knowledge and Requirements: Education and Experience: * A university degree is not required. * Studies in Tourism, International Relations, Communications, or related fields are valued positively. * Demonstrable experience in airport customer service. * Familiarity with operational tools: **Resiber, Amadeus, World Tracer, Altea**. Languages: * Advanced English (minimum B2+); additional languages are a plus. Competencies and Attitudes * 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. * Professional appearance and discretion. * 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 exemplify these behaviors. * **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 engaging in everything you do. * **We Reinvent Tomorrow**: You seek fresh and innovative ideas to solve problems. * **We Connect with Customers and Colleagues**: You always go one step beyond expectations—with a smile and friendly demeanor. * **We Keep It Simple and Efficient**: You focus on what matters—analyzing situations and eliminating non-value-adding elements. * **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 and Inclusion At Iberia, we are one and diverse. We faithfully reflect today’s society and have highly diverse teams that enrich us, enabling greater creativity and innovation. 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.