B2B Specialist (🟡 Internal Job - Only for current Vueling employees)

B2B Specialist (🟡 Internal Job - Only for current Vueling employees)

This job is only for current Vueling employees.

If you aren't working currently in Vueling, we invite you to review other open job positions here or use the option connect to receive our future job opportunities.

At Vueling, we love things to happen. We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.

Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.

 Job Purpose

• Enhance travel agencies' interactions with the airline by providing exceptional service and optimizing support processes to ensure a seamless, high-quality experience that strengthens partnerships, improves efficiency, and drives business growth.

Main Accountabilities

• Provide travel agencies with a consistent, efficient, and high-quality service that aligns with the airline’s standards and strengthens B2B relationships.
• Enhance operational efficiency by reducing call volume, minimising wait times, and optimising service quality without compromising the customer experience.
• Ensure that B2B support remains commercially aligned and responsive to travel agencies’ needs.
• Ensure swift resolution of complex cases, maintaining service excellence.
• Equip call centre agents with the necessary knowledge and skills to efficiently assist travel agencies.
• Measure the effectiveness of call centre support and drive continuous improvements.
• Provide data-driven insights that inform strategic decisions, ensuring continuous optimisation of service levels and operational efficiency.
• Streamline and enhance travel agency interactions.
• Mitigate risks, maintain legal compliance.

Main Responsibilities - Tasks

• Act as the primary call centre liaison for travel agencies, assisting them with booking issues, fare inquiries, group reservations, and special requests.
• Continuously evaluate how travel agencies interact with the call centre.
• Maintain regular communication with the Sales Team to align call centre interactions with evolving commercial strategies, agency agreements, and partnership objectives.
• Manage and resolve complex agent inquiries or disputes by working closely with internal departments.
• Collect and analyse agency satisfaction data through surveys, feedback loops, and performance reports, using insights to recommend.
• Track key performance metrics and presenting actionable recommendations to enhance B2B interactions.
• Collaborate with IT, Customer Operations Systems, and other departments to implement enhancements that support B2B workflows.
• Stay updated on relevant industry regulations, airline policies, and contractual obligations regarding agency partnerships.
• Participate in the Customer Emergency Response team, ensuring that B2B considerations are incorporated into crisis management strategies.
• Perform any other responsibility or function that is assigned inherent to the job.

Main Relationships

• Call Centre Manager
• Sales Team
• Customer Service Manager
• IT / Customer Operations Systems
• Marketing / Loyalty. 
• Travel Agencies: 
• Third-Party Vendors
  

Education

• Bachelor’s degree in Business, Hospitality, Communications, or a related field.

Experience 

• Proven experience in contact center
• Proven experience in airline or travel agency

Competencies

• Task prioritization and ability to manage multiple projects simultaneously.
• Strong analytical skills.
• Ability to work in a fast-paced and demanding environment.
• Quick decision-making skills.
• Thrive in high-pressure environments

Languages 

• English – C1 (Advanced proficiency)
• Spanish – C1 (Advanced proficiency)
• Italian or French proficiency

Other 

• GDS & Airline Reservation Systems, with understanding of Global Distribution
  Systems (GDS), airline reservation platforms, fare structures, and group booking
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