Customer support agent takes human touch to another level

CS agent Salva Ábalos and Kiwi.com’s customer Belén Perez Roldán meet at the Vienna airport and travel on the same flight by a lucky coincidence

One morning at the beginning of March, Salva arrived at work to start on his last shift before taking off for a holiday in Spain. Approaching his one-year anniversary working as a Customer Support agent at Kiwi.com, there was hardly anything that could surprise him anymore.

Kiwi.com’s Custommer Support agent Salva Ábalos meets customer Belén Perez Roldán in person in Vienna — Salva Ábalos Customer support agent takes human touch to another level
Kiwi.com’s Customer Support agent Salva Ábalos meets customer Belén Perez Roldán in person — Salva Ábalos

“As a CS agent, you do your best to solve customer’s inquiries. Every day you have to face different situations. You can have your own style dealing with the customers. I try to be funny but professional and so far this approach is working out well for me.”

“In my honest opinion, an ideal CS agent must know how to deal with stressful situations, also to listen and recognise customer inquiries as effectively as possible. It is crucial to understand what product we are providing and to create a friendly environment while always keeping a professional attitude.”

But that morning he heard Belén on the other end of the line.

A call from Belén took Salva by surprise

“I decided to call Customer Support because I had a question regarding my luggage. My ticket indicated I could only carry a cabin bag even though I had booked hold luggage. I was worried there might be a mistake on my ticket,” said Belén in a written interview. 

Salva works a Customer Support Specialist at the Kiwi.com Headquarters in Brno, Czech Republic— Shutterstock Customer support agent takes human touch to another level
Salva works a Customer Support Specialist at the Kiwi.com Headquarters in Brno, Czech Republic— Shutterstock

For Salva, being an experienced CS agent, helping Belén was a simple task: “It was just an easy question regarding the luggage information on her boarding pass given by the airline. There was some misunderstanding with it but I was able to solve it,” he said.

While handling Belén’s request, Salva viewed her flight itinerary as well. He realised that later on that day, they will both be sitting on the same plane headed to Spain.

Salva was departing from the Vienna airport back home to Spain. Belén was flying from Amman, Jordan to Spain with a stopover in Vienna. They were both travelling on the same flight to Málaga. Lucky enough, they even shared the same row.

It was a once-in-a-lifetime opportunity to meet a customer face-to-face

Salva didn’t want to miss out on an opportunity to meet one of the Kiwi.com customers. The idea of introducing himself to Belén at the airport was certainly exciting enough. After double checking with a manager, Salva got the green light.

Salva and Belén met at Vienna airport from where they travelled to Málaga — Shuttertstock Customer support agent takes human touch to another level
Salva and Belén met at Vienna airport from where they travelled to Málaga in the same row — Shutterstock

“As I was really excited to come back home for the Cadiz Carnival, I thought that approaching the customer with a Kiwi.com gift would be cool and also something different. It was the first time I knew that a customer would be travelling on the same flight and same row as I was,” said Salva.

For Belén, it was the first time that a CS agent approached her.

“I already knew that Salva would be travelling on the same plane because when I called the Customer Support, he told me that he was also on that plane. He calmed me down regarding the baggage issue. He would be there with me and was quite sure that nothing bad would happen,” said Belén.

Yet, he didn’t want to meet Belén empty-handed. That’s why he picked up a travel pack as a complimentary gift for Belén.

Salva gave Belén a complimentary package to enjoy her journey a bit more — Salva Ábalos Customer support agent takes human touch to another level
Salva gave Belén a complimentary package to enjoy her journey a bit more — Salva Ábalos

“He was really kind. Since the first moment, he was polite and respectful. When we met at the airport, he even helped me with my bags,” said Belén.

Salva added: “It was an amazing experience as I could never imagine meeting a customer that was speaking with me during the morning. Belén was really nice we were talking about Andalusia, her trip to Jordan, and why I am working in the Czech Republic.”

“It was an enjoyable experience that I would not be against repeating.”

Salvador Ábalos Martinez, familiarly Salva, has been working as a Customer Support Specialist at the Kiwi.com Headquarters in Brno, Czech Republic, since June 2018. He handles inquiries from Spanish-speaking customers.

He is currently enrolled at the University of Cádiz, studying Public Relations and Advertising and Tourism.

“It is my tenth month at the Brno office. I am more than happy to work here because I’m surrounded by incredible people. I am learning different things every day some that even help me with my studies,” adds Salva.