At Volaris, we take pride in being Mexico's leading airline.
Our growth is measured not only by our expanding route network and destinations, but by the passion and dedication that every team member brings to work each day.What truly sets us apart is our unwavering commitment to our core values and human-centric culture.
We believe in the power of people and in fostering a work environment where collaboration, respect, and professional development drive everything we do.We invite you to be part of Volaris' continued growth!
The RoleAs a Customer Service Representative, you will be responsible for customer negotiation, resolution, and service recovery.
You will manage relationships with consumer protection authorities across Mexico, the United States, Central America, and South America (including conciliation hotlines, airport service desks, and digital channels).
You will track case files, proposals related to hearings, and legal withdrawals, coordinating closely with internal departments, the ATOS-CC-SAB Express Line, and Digital teams to streamline processes and prevent any negative impact on service and organization.
Additionally, you will implement customer service and resolution strategies through data analysis, monitoring, and process optimization—driving continuous improvement, service coaching, feedback,



and compliance with quality standards.What We're Looking ForBachelor's degree in Communications, Business Administration, or a related fieldAt least 6 months of experience in customer service or customer careExpertise in customer care, problem-solving, and service recovery across various scenariosIntermediate proficiency in reading, writing, and speaking EnglishIntermediate proficiency in Microsoft Excel and PowerPointExperience with Salesforce, Navitaire, and/or Zendesk is a plusAvailability to work on-site in Santa FeKey ResponsibilitiesProvide personalized service and respond to customer inquiries while meeting established service level agreements (SLAs) and quality standardsNegotiate and deliver effective solutions to customers using the established toolbox, balancing exceptional service with organizational profitabilityManage case-file conciliation with consumer protection agencies in Mexico, the US, and Central America (such as PROFECO, DOT, Better Business Bureau, Defensoría del Consumidor, MEIC, DIACO, etc.)Prepare reports and drive initiatives aimed at enhancing customer service and resolutionIdentify and address areas of opportunity throughout the customer journey (pre-flight, in-flight/journey, and post-flight) to foster continuous improvement#J-*****-Ljbffr

📌 Customer Service Representative (Xico)
🏢 Volaris
📍 Xico