Launched in 1998, this pioneering British-born brand has specialised 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

We are looking for a member for Claims department in our Madrid office. You will ensure customer complaints are dealt with efficiently and with the right level of sensitivity.  You will monitor, respond and engage with customers on social media channels that require sales and service support for the lm group contributing to a service orientated culture aimed at building repeat business and customer loyalty. The  Escalated Care Team is part of our Operations Team, that manages all the request of a our clients, after having made a purchase and is based in Madrid.

Overview of Responsibilities

This person will manage GERMAN  incidences for all our products, keeping a customer orientated  attitude and offering our best practice as a well-known company. Intermediate Spanish level is also needed.

Purpose

To monitor, respond and engage with customers on social media channels requiring service support for the lastminute.com group

To provide outstanding service to customers including high profile, escalated and/or VIP customers

To ensure that queries/claims are dealt with efficiently and with the right level of sensitivity

To be part of a service orientated culture aimed at building repeat business and customer loyalty

Key Accountabilities

Triage social media customer enquiries or complaints through social media tools and manage to resolution including offline investigation and management, where necessary

Lead by example representing the values of the business

Essential 

Understanding and/or previous experience of the online travel sector

Knowledge of best practice in term of Service Excellence Initiatives

Strong influencing skills

Multi-tasking skills a must

Quick to learn

Work to tight deadlines with a can-do attitude

Experience of working in a fast paced dynamic environment

Proven customer service experience

Proven communication and written skills

Analytical and commercially aware

Self-motivated, uses initiative and a problem-solver

Desirable

Experience of travel specific tools including GDS Sabre and/or Amadeus

Proactive team player

Comfortable with technology and relishes new opportunities