Quality Agent - German Market

Company Description

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.

Job Description

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.

 

Key Responsibilities

  • 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

Qualifications

Essential

  • Previous call center experience in either a Sales or Service Environment

  • Highly productive

  • Advanced English Level 

  • In addition, at least one of the following languages at Native Speaker level: German 

Additional Information

Desirable

  • Knowledge of airline Global Distribution Systems (GDS) is an advantage

 

Abilities/qualities 

  • 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