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.
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
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
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
Experience of travel specific tools including GDS Sabre and/or Amadeus
Proactive team player
Comfortable with technology and relishes new opportunities