Customer Operations Coordinator

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

lm group is looking for a Customer Operation Coordinator for its Claim Escalated Care team based in Madrid.
He/she will support the team by performing Customer Care and operation processes analysis.

Key Responsibilities

  • Oversee day-to-day operation, supporting the team in investigating and resolving customer complaints and escalations  through a variety of channels
  • Operative support the team in managing Sabre and Amadeus cases
  • Organizing workflow and agents shift
  • Monitor team performance and report on metrics
  • Motivate team members
  • Support Process Improvement: Customer service team leads improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. 
  • Be confident and able to navigate the web site and the travel booking systems efficiently and effectively 

Qualifications

Essential

  • Advanced knowledge airline Global Distribution Systems (GDS Sabre & Amadeus)
  • A previous experience by Travel Agency or Airlines Company 
  • Good PC skills, especially Excel
  • In-depth knowledge of performance metrics
  • Native English speaker with experience in English Customers
  • Strong interpersonal and team working skills
  • Organizational and time-management skills
  • Decision-making skills
  • A desire to work in a team-based, fast-paced, international environment where you’ll need to embrace different cultures, nationalities and languages
  • Adapt to flexible working hours

Additional Information

  • We ask you to attach your CV in English