Customer Resolution Specialist
Core
Negotiate and resolve customer complaints and recover service issues for Volaris airline across Mexico, the US, and Central/South America.
Role type
Customer Resolution Specialist
Builds
Customer satisfaction and compliance with consumer protection agencies
Domain
Aviation / Customer Service
Deliverable
client delivery
Required skills
Customer negotiation, complaint resolution, consumer protection agency liaison, process optimization, service recovery, reporting, customer journey analysis
Preferred skills
Salesforce, Navitaire, Zendesk
Responsibilities
Negotiate and provide solutions to customers based on established tools; Reconcile cases with consumer protection agencies (e.g., PROFECO, DOT, BBB); Generate service reports and initiatives; Identify and address improvement areas in the customer journey (pre-flight, in-flight, post-flight).