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• Publicada25 jun.

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Customer Services Agent – Adolfo Suárez Madrid-Barajas Airport

Singapore Airlines is a leading airline renowned for its commitment to excellence in customer service, operational reliability, and safety standards across both ground and inflight operations. We are inviting qualified candidates to join our Singapore Airlines airport team at Adolfo Suárez Madrid-Barajas Airport as a Customer Services Agent.

Job Description

The Customer Services Agent represents Singapore Airlines as the face of the airline at the airport and is responsible for delivering high standards of customer service, operational coordination, safety, and service recovery.

The role involves supervising ground handling partners, ensuring compliance with airline procedures, and supporting smooth airport operations across all passenger touchpoints.

You will also play a key role in managing irregular operations, assisting with delay handling, and coordinating with internal and external stakeholders to ensure operational continuity and an excellent customer experience.

This is a shift-based operational role requiring flexibility, including early mornings, late evenings, weekends, and public holidays. This is a full-time permanent position and reports to Station Manager Madrid.

Key Responsibilities

1. Customer Service & Passenger Handling

• Ensure delivery of Singapore Airlines service standards across all passenger touchpoints including check-in, boarding gates, arrivals, and lounge operations
• Assist passengers directly and support resolution of service issues and complaints in a timely and professional manner
• Act as a point of escalation for customer service recovery and service disruption situations

2. Airport Operations Oversight

• Monitor and supervise ground handling agents and service partners to ensure compliance with operational, safety, and service standards
• Oversee baggage handling, ramp coordination, and load control activities in collaboration with service partners
• Support flight departure and arrival readiness, ensuring operational processes are executed efficiently and safely

3. Irregular Operations & Crisis Management

• Assist in managing flight delays, disruptions, and irregular operations (IROPS)
• Coordinate with Station Manager, operations teams, and service partners during disruption events
• Ensure timely communication and effective resolution of operational issues impacting passengers or flight schedules

4. Administrative & Station Support Functions

• Perform administrative duties including invoice verification, procurement coordination, and operational reporting
• Maintain accurate records and statistical data related to station operations and performance
• Support station-level initiatives including safety, customer experience, and operational improvement programmes

5. Stakeholder & Partner Coordination

• Liaise with ground handlers, airport authorities, and internal departments to ensure smooth daily operations
• Support vendor coordination and ensure adherence to contractual and service level obligations

Requirements

• Must be legally authorised to work in Spain
• High standard of professional conduct, grooming, and customer service orientation
• Strong command of English and Spanish (both written and spoken)
• Proficiency in Microsoft Office applications
• Strong organisational and time management skills with ability to manage multiple operational tasks
• Ability to work under pressure in a fast-paced airport environment
• Flexibility to work rotating shifts, including weekends and public holidays
• Strong interpersonal and conflict resolution skills
• Ability to work effectively as part of a team in a multi-stakeholder environment
• Prior experience in airport operations or airline traffic functions is an advantage
• Familiarity with Amadeus Altea system is an advantage

Why Join Singapore Airlines?

At Singapore Airlines, you will be part of a world-class airline team dedicated to delivering excellence in customer experience, operational safety, and service reliability. This role offers exposure to dynamic airport operations and the opportunity to contribute directly to the airline’s reputation in the Spanish market.

How to Apply?

To apply, please email your CV and cover letter in English to [email protected] with the subject line: “Application for Customer Services Agent”

Please include:

• Salary expectations
• Earliest available start date

Singapore Airlines thanks all applicants for their interest. Only shortlisted candidates will be contacted.