Customer Service Analyst

Description

Job Summary: We are seeking a Customer Service Analyst passionate about operational excellence and aviation safety, to serve as the liaison between passengers and the operations team, providing accurate and timely information. Key Highlights: 1. Inclusive, dynamic, and challenging environment 2. Responsible for information and passenger liaison 3. Ability to make high-impact decisions At **Viva**, we seek individuals passionate about operational excellence and aviation safety. We are the lowest-cost and most preferred airline in the Americas, with a young and rapidly growing fleet. If you are motivated to work in an inclusive, dynamic, and challenging environment, join us! As a **Customer Service Analyst**, you will be responsible for providing accurate and timely information to passengers at the airport, acting as the liaison between our passengers and Viva Aerobus’ Operations Area (CCV). **Your Responsibilities:** * Respond to passenger inquiries and complaints via social media. * Post preventive announcements. * Escalate service-related complaints. * Monitor and report on airline-related incidents. * Report and verify errors. * Identify and make decisions regarding special and high-impact cases. **Requirements:** * More than 2 years of experience in customer service or a related field, including 1 year of experience managing customer interactions via web/chat. * Technical diploma or bachelor’s degree in Communications, Tourism, International Relations, Business Administration, or a related field. * Proficiency in social media platforms: Facebook, Twitter, Instagram. * Excellent written communication skills with impeccable spelling and grammar. * Experience with Office applications (Word and Excel) and familiarity with Teams, Zoom, and similar applications is preferred. * Advanced English proficiency. * Ability to make decisions in high-impact situations and handle sensitive matters with professionalism and attention to detail. * Experience in process automation to improve accuracy and control. **We Offer:** * An incredible work environment \#TheBestPlaceToWork. * 12 vacation days starting from the first year. * Savings fund and savings account. * Staff Travel: Flights to any Viva destination at unimaginable prices for you and your loved ones. (12 seats). * Comprehensive medical/emergency coverage (Major Medical Expense Insurance, Life Insurance, 24/7 online family medical assistance\) * A series of partnerships enhancing your life: Gyms, department stores, restaurants, universities, and many more. * Benefits exceeding statutory requirements. **Dare to go further. Apply now!**