At Vueling, we love things to happen. We always try to go one step further and do it better. More than a job – it's a way of life.

That's why we work together as a team made up of talented and passionate people, collaborating, supporting, and complementing each other.

We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

 Job Purpose

You will be responsible for managing customer inquiries, complaints, and feedback through social media channels, and you will be the first point of contact for customers who reach out to the company through social media platforms.

Main Accountabilities

• Monitor and manage social media accounts, including responding to comments and direct messages.
• Resolve customer complaints and issues through social media channels, ensuring a high level of customer satisfaction.
• Provide customers with information on our airline's products and services, including flight schedules, fares, baggage allowances, and policies.
• Assist customers with their booking inquiries, changes, and cancellations.
• Work with other departments (such as Corporate Comms, Customer Care, and Operations) to ensure timely and accurate responses to customer inquiries.
• Escalate complex issues to the appropriate department or manager as needed.
• Track and report on social media metrics, including customer engagement, sentiment, and response times.

Main Relationships

• External Communications
• Corporate & Government Affairs
• Operations
• Commercial
• Customer Experience

Education

• Bachelor’s degree

Experience 

• 1-2 years of experience in a customer service or social media-related role (providing answers to queries, problem-solving and handling reputational cases in Social Media Platforms).
• Familiarity with social media platforms and customer service best practices.
  
• Experience working in a specific industry, such as travel or hospitality, is beneficial.
  

Competencies 

• Excellent communication skills, especially written.
• Solid customer service skills.
• Ability to multitask and work in a fast-paced environment.
  
• Strong problem-solving skills and ability to handle difficult situations.
  
• Strong team player with excellent interpersonal skills.
  
• Working knowledge of social media tools, such as Qualtrics, Sprout Social, Hootsuite, or similar.

Languages 

• English: C1
• Spanish: fluent
• French: desirable
• Italian: desirable
• Catalan: desirable

Other 

• Work in shifts from Monday to Sunday (H24)
• We are looking for temporary positions

Location

Barcelona

Level 

IC6

Our benefits 💛

Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more! Want to learn more? click here

We have won the award for the “Best Low-Cost Airline in Europe 2021” at the Skytrax World Airline Awards, the world’s largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience!