Claims Specialist English/ Italian

Company Description

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

Job Description

Are you looking for your first role in customer service? We are looking for motivated people to join our Claims team in our Madrid office. You will ensure that customer complaints are dealt with efficiently and with the right level of sensitivity.  You will monitor, respond to and engage with customers on various channels that may require both sales and service support.  You will become part of the lm group contributing to a service orientated culture aimed at building repeat business and customer loyalty. The customers you will manage will mainly be UK customers  (because of that, fluency in this language is essential)


Key Responsibilities will include:

Investigating and resolving customer complaints through a variety of channels.
Take ownership, ensuring the customer is kept informed of any developments relating to their claim until a full resolution is reached.
Provide feedback to internal stakeholders about results and potential improvements.
Be confident in navigating the web site and the travel booking systems efficiently and effectively.
Lead by example representing the values of the business.

Qualifications

Desired Skills and Experience:

Outstanding communication skills - Fluent English (Speaking and Writing) and Italian
Customer service experience would be beneficial
Quick to learn
Work to tight deadlines with a can-do attitude