Customer Service Representative

4 days ago

Hounslow, United Kingdom DiverseJobsMatter Full time

Are you bilingual in English and Spanish and passionate about delivering world-class customer service? Do you thrive in a dynamic, fast paced environment? We are looking for outstanding individuals fluent in English and Spanish to join our team as Customer Experience Representatives at our flagship Terminal 5 and Terminal 3 within London Heathrow Airport.

As part of this exciting role, you’ll have the unique opportunity to be part of the teak that delivers the Iberia operation. This will allow you to enhance your skills and build your experience with one of our OneWorld partner airlines.

As the face of the company, you'll play a crucial role in creating unforgettable experiences for our diverse passenger base. You'll ensure their journey with us is smooth, enjoyable, and truly reflective of our commitment to perfection.

Please note that we reserve the right to close this advert early due to the number of applications received.

What You'll Do

  • Provide a warm welcome and personalised service to all customers throughout their airport journey.
  • Assist passengers with check-in, boarding, connecting and arrival processes.
  • Resolve customer queries and concerns efficiently, always striving to go above and beyond.
  • Support our premium customers with tailored, high-end service.
  • Facilitate safe, secure, and punctual departures.
  • Make clear announcements in both English and Spanish, ensuring all passengers are well-informed.
  • Identify and maximise revenue opportunities through ancillary services.
  • Collaborate with team members to ensure flawless operations and customer satisfaction for all passengers, regardless of language.
  • Adapt quickly to changing situations, always maintaining a positive and proactive attitude.
  • Utilise your language skills to create a more inclusive and welcoming environment for our Spanish-speaking customers.

What You'll Bring to us

  • Fluency in both written and spoken English and Spanish
  • A passion for hospitality and an enthusiasm for creating exceptional customer experiences
  • Strong communication skills and the ability to engage expertly with a diverse range of customers
  • Resilience and a calm demeanour, even in challenging situations
  • Flexibility to work shifts covering 24/7 operations, including weekends and holidays
  • Pride in your appearance and a dedication to upholding our high standards
  • Proficiency in using computer systems and applications
  • A proactive approach to problem-solving and decision-making
  • Able to work effectively both independently and as part of a team

Your Experience

  • 12 months experience in a hospitality or customer service role is desirable
  • Demonstrated ability to communicate effectively in both English and Spanish in a professional setting
  • Aged 18 or over at the time of application, with the unrestricted right to live and work in the UK
  • Ability to acquire and maintain an airside pass

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