Descripción de la oferta
Customer Services Agent – Adolfo Suárez Madrid-Barajas AirportSi desea saber un poco más sobre esta oportunidad, o está considerando presentar su candidatura, por favor, lea la siguiente información del puesto.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 DescriptionThe 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 Responsibilities1. Customer Service & Passenger HandlingEnsure delivery of Singapore Airlines service standards across all passenger touchpoints including check-in, boarding gates, arrivals, and lounge operationsAssist passengers directly and support resolution of service issues and complaints in a timely and professional mannerAct as a point of escalation for customer service recovery and service disruption situations2. Airport Operations OversightMonitor and supervise ground handling agents and service partners to ensure compliance with operational, safety, and service standardsOversee baggage handling, ramp coordination, and load control activities in collaboration with service partnersSupport flight departure and arrival readiness, ensuring operational processes are executed efficiently and safely3. Irregular Operations & Crisis ManagementAssist in managing flight delays, disruptions, and irregular operations (IROPS)Coordinate with Station Manager, operations teams, and service partners during disruption eventsEnsure timely communication and effective resolution of operational issues impacting passengers or flight schedules4. Administrative & Station Support FunctionsPerform administrative duties including invoice verification, procurement coordination, and operational reportingMaintain accurate records and statistical data related to station operations and performanceSupport station-level initiatives including safety, customer experience, and operational improvement programmes5. Stakeholder & Partner CoordinationLiaise with ground handlers, airport authorities, and internal departments to ensure smooth daily operationsSupport vendor coordination and ensure adherence to contractual and service level obligationsRequirementsMust be legally authorised to work in SpainHigh standard of professional conduct, grooming, and customer service orientationStrong command of English and Spanish (both written and spoken)Proficiency in Microsoft Office applicationsStrong organisational and time management skills with ability to manage multiple operational tasksAbility to work under pressure in a fast-paced airport environmentFlexibility to work rotating shifts, including weekends and public holidaysStrong interpersonal and conflict resolution skillsAbility to work effectively as part of a team in a multi-stakeholder environmentPrior experience in airport operations or airline traffic functions is an advantageFamiliarity with Amadeus Altea system is an advantageWhy 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 with the subject line: "Application for Customer Services Agent"Please include:Salary expectationsEarliest available start dateSingapore Airlines thanks all applicants for their interest. xcskxlj Only shortlisted candidates will be contacted.
