About the Role
We are looking for a Customer Care Agent to join our Commercial team at SKY express. This role focuses entirely on post-flight customer support — meaning you will handle inquiries, complaints, and compensation claims after travel has taken place. A solid understanding of EU Regulation 261/2004 is essential here, because you will be assessing cases, making compliance-based decisions, and communicating clearly with passengers about their rights and our responses. If you are someone who can balance empathy with accuracy, this is a great fit.
What You Will Be Doing?
- Managing post-flight cases, including complaints and compensation claims, in line with EU Regulation 261/2004
- Providing professional, timely support across all post-flight communication channels (email, forms, etc.)
- Solving customer issues efficiently — not just with procedure, but with a genuine solution-oriented and service-driven approach
- Keeping accurate records inside our CRM system, including case notes, documentation, and all correspondence with passengers
- Following internal procedures carefully, including data accuracy standards and confidentiality requirements
- Working closely with other teams (operations, legal, etc.) to make sure every case resolution is complete and customer-ready
What You Need to Qualify?
- High School Diploma or equivalent
- At least 2 years of Customer Service experience (aviation or hospitality background is a plus but not required)
- Full fluency in both Greek and English — written and spoken
- Solid IT skills, especially MS Office (Word, Excel, Outlook). Familiarity with CRM systems is an asset
The Right Competencies for This Role
We are looking for someone who naturally brings:
- A strong customer-focused mindset and the ability to problem-solve without getting defensive
- Excellent written and verbal communication — you will need to explain decisions clearly, sometimes to frustrated passengers
- Negotiation skills that help de-escalate and find fair outcomes
- A team-oriented, positive, and professional attitude
- The ability to multitask and stay effective under pressure (case volumes can spike)
- A proactive, detail-oriented approach with real ownership over your caseload
Why Join SKY express?
We offer more than just a job. Here is what you can expect:
- Competitive salary and allowances
- Continuous training and professional development opportunities
- Travel benefits on SKY express flights — extended to first-degree family members as well
- A chance to work for an airline with a strong reputation for safety, reliability, and operational excellence
- A supportive, collaborative work culture that actually values innovation and safety (not just says it)
If you have the customer service background, the comfort with EU261 regulations (or willingness to learn quickly), and the professional maturity to handle post-flight cases with care and accuracy, we would like to see your application.