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Agent, Customer Services - Spain MAD

Date: Nov 4, 2019

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Please make sure you have the legal right to work and live in the E.U. Please note that the possession of a U.S. passport does NOT qualify for work permission in the E.U.


Location: Madrid-Barajas Intl Apt (MAD-TRML) 
Requisition ID: 34044 




Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

The job is a member of the Madrid team within the International & Cargo Division. This position will be responsible to support the General Manager/Airport Services Manager and the Lead Agents as well as the International Security Coordinaor in delivering a safe and first class airport experience to our customers.

You will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, you will report into and take instruction from the Lead Agent(s)/Airport Services Manager in customer service and security.

What you'll do
  • Provide a consistently high quality customer service and ensures a seamless experience at all contact points
  • Perform a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in, Security, Gates, Transfer
  • Perform all security functions where passenger contact is involved, i.e. checks passengers’ documents and screens passengers at check-in and at the departure gate
  • Search and observation of all areas of the operation and passengers a well as escorting of passengers
  • Work closely with and takes instructions from the Airport Services Manager
  • Conduct relevant administrative duties e.g. pre-flight and post flight departure
  • Represent American Airlines by adhering to the uniform standards and by adopting a customer focused approach at all times
  • Promote and sell American Airlines services and products to our customers
  • Attend and complete all compulsory training by given deadlines
  • Adhere to and promote safe working practices all times
  • Carry out any other reasonable duties consistent with the post
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Excellent interpersonal skills
  • A solution orientated approach
  • Ability to resolve conflicts within time constraints and without losing control
  • Ability to handle stress effectively and work with minimum supervision
  • A strong customer focus with excellent attention to detail
  • Be enthusiastic with a positive attitude
  • Enjoy face to face contact with customers
  • Be a representative of the company at all times
  • A well-groomed appearance & adhere to the uniform standards at all times
  • Be willing and able to work in a shift environment (including weekends, bank and public holidays)
  • Be reliable, punctual and proactive
  • Work well with others
  • Comply with all AA policies and procedures
  • Ability to communicate both written and verbally in English (C1 level or equivalent) and Spanish
  • Excellent reservation system skills in identified areas of Customer Services
  • Be willing and able to attend training in the USA and Europe and successfully complete all relevant training
  • Ability to work on a variety of shifts (starting times may vary from 5.30AM to 1.30PM)

Preferred Qualifications- Education & Prior Job Experience

  • Computer knowledge including Microsoft Word, Excel and email
  • Working knowledge of SABRE or QIK SABRE
  • Prior customer service/airport experience
  • Tariff and Ticketing knowledge
  • Additional language skills in French and or Italian
  • AVSEC certificate to work at the airport


Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.


Job Level: 42/non-management
Requisition ID: 34044 


This is a fixed-term part-time (5 hrs/day) position to cover the summer season 2020 (March through October 2020).

Job Segment: Bank, Banking, Finance

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