Customer Service Agent
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Job Title: Customer Service Agent (Protected Categories - Law 68/99)
Location: Somma Lombardo, Italy
Department: Commercial
Company: Neos
About the Role
Neos is hiring a Customer Service Agent to join our Commercial Department in Somma Lombardo. This position is reserved exclusively for candidates belonging to the Protected Categories under Law 68/99, Article 1 or Article 18. Following an initial training period, you will take ownership of back-office customer support - handling requests and complaints related to Neos flights, resolving issues in line with company policies, and making sure passengers receive clear, timely answers. This is a behind-the-scenes role, but it directly shapes how customers experience Neos after they have traveled with us.
What You Will Be Doing
- Providing back-office customer support through our ticketing system
- Managing customer communications across email and other written channels
- Recording and analyzing customer interactions to identify recurring issues and improvement opportunities
- Handling booking changes and refund requests in accordance with company procedures
What You Need to Qualify
- You must belong to the Protected Categories under Law 68/99, Article 1 or Article 18 - this vacancy is exclusively reserved for these candidates
- A high school diploma and/or degree in Economics, Finance, or an equivalent qualification
- Good working knowledge of Microsoft Office, particularly Excel, along with common IT systems
- Intermediate English proficiency (minimum B1/B2 level)
- At least one year of experience in customer care, call centers, or sales support is considered an advantage
- Familiarity with the Amadeus reservation system is also an advantage
The Right Competencies for This Role
We are looking for someone who brings:
- Strong organizational skills, accuracy, and close attention to detail
- Solid analytical abilities - you will need to spot patterns and document cases precisely
- A practical problem-solving mindset
- Good interpersonal skills and the ability to work well as part of a team
Why Join Neos
You will be joining an Italian airline with a growing international presence, working alongside a Commercial team that values precision and customer care. This role offers a structured training period, exposure to airline operations and reservation systems, and the chance to build a long-term career in aviation customer support.
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