Launched in 1998, this pioneering British-born brand has specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days. Experts in brightening up online travel, 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, publicly traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 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 provide our audience with a comprehensive and inspiring offering of travel related products and services.
lastminute.com / weg.de is looking for a Quality Assurance Representative - German Market for its Customer Karma department.
The Quality Team supports all aspects of the sales and operation business, focusing on the customer experience, efficient transaction processing, and providing mission-critical linkages between Lastminute and its partners.
As Quality Assurance Representative - German Market 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 monitoring 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 the 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
Skills and Experience
Previous call center experience in either a Sales or Service Environment
Advanced English and German Level
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
Multicultural & Multi-lingual team environment
Travel discounts through our website Lastminute.com (staff intranet)
Independent and flexible working hours
Smart Working Policy
Betriebliche Altersvorsorge (bAV)