Job Title: Basque-Speaking Customer Support Specialist (Airline Sector) Location: Fully On-Site (Presencial) Language Requirements: Fluent/Native Basque (Euskera), Advanced Spanish, and Intermediate English (B1–B2) Overview of the Role We are looking for an energetic, empathetic, and solution-oriented Basque-speaking Customer Support Specialist to join our team in delivering outstanding assistance to passengers within the commercial airline industry. In this central role, you will act as a primary brand representative and frontline touchpoint for travelers, managing a broad spectrum of inquiries across multiple service channels. Your top priority will be to guarantee a smooth, stress-free, and enjoyable journey for every passenger—whether that involves updating travel itineraries, resolving technical issues on digital platforms, or answering detailed policy questions.

Key Responsibilities Omnichannel Support: Promptly and professionally handle passenger requests across various communication channels, including incoming calls, live chats, and email correspondence.

Reservation & Travel Management: Handle bookings, process flight modifications or cancellations, clarify carrier guidelines, and make accurate administrative updates to passenger records.

Technical Guidance: Provide clear, step-by-step assistance to help travelers navigate web check-in, manage online user profiles, troubleshoot mobile app glitches, and use self-service tools.

Problem Resolution & Customer Empathy: Utilize strong active listening and empathy to resolve sensitive issues, addressing traveler concerns constructively to deliver a high-quality experience.

Multilingual Operations: Switch smoothly between Basque, Spanish,



and English to serve a wide range of regional and international passengers while maintaining clear communication with internal teams.

Data Logging & CRM Maintenance: Ensure precise, timely tracking of all customer interactions, service cases, and ticket updates within Windows-based applications and standard Microsoft Office tools.

Candidate Profile Required Qualifications: Language Proficiency: Native or near-native fluency in Basque (Euskera), advanced professional command of Spanish, and functional intermediate English (B1–B2 level) to work with internal systems, training courses, and corporate documentation.

Educational Background: High school diploma or an equivalent completed credential.

Technical Aptitude: Strong familiarity with Windows desktop operating systems and comfortable daily use of Microsoft Office applications (Word, Excel, Outlook).

Experience & Key Competencies: Prior experience in customer support, contact center environments, hospitality, or the travel industry is highly desirable. Outstanding written and verbal communication skills across all specified languages. Natural empathy, patience, and a genuine passion for customer care. Excellent organizational skills with the capacity to solve problems quickly and remain calm under pressure. Proactive mindset, positive team spirit, and a commitment to continuous learning.

Position Terms & Benefits Work Arrangement: 100% on-site role (Presencial) based at our facilities.

Work Schedule: Rotating operational shift patterns scheduled Monday through Sunday, between 09:00 and 20:00.

Base Salary: Competitive starting fixed salary of €19, gross per year.

Incentive Scheme: Annual performance-based bonus package of up to €1,200.

Onboarding & Training: Comprehensive initial training provided from day one to ensure complete mastery of specialized flight reservation systems, support procedures, and company policies.

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