Launched in 1998, this pioneering British-born brand has specialized in creating unforgettable experiences - from city breaks, hotels, and holidays to theatre and spa days. lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".
lastminute.com is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 43 million unique users that search for and book their travel and leisure experiences.
More than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services.
lastminute.com is looking for a Quality Agent for its Customer Karma department to be based in Madrid.
The Quality Team supports all aspects of the sales and operation business with particular focus on the customer experience, efficient transaction processing and providing mission critical linkages between Lastminute and its partners.
As Quality Agent you will be responsible for the monitoring and evaluation of interactions between LMN internal and BPO external Sales/Service agents with customers across various channels like calls, emails and social networks.
Accurately perform monitorings on recorded or live agent calls, emails, social interactions and score them against set Lastminute standards
Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service
Complete all work assignments within given due dates
Attend internal and vendor meetings and functions as assigned
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Previous call center experience in either a Sales or Service Environment
Advanced English Level
In addition, at least one of the following languages at Native Speaker level: German
Knowledge of airline Global Distribution Systems (GDS) is an advantage
Excellent organizational and time management skills
Strong written and verbal communication skills
Ability to work independently and multi-task
Ability to work effectively in a diverse group as well as independently
Strong interpersonal and team working skills