We are a publicly traded multinational Group, among the worldwide leaders in the online travel industry and we operate a portfolio of well-known brands such as lastminute.
com, Volagratis, Rumbo, weg.de, Bravofly, Jetcost and Hotelscan.
Every month, the Group touches 45 million users across all of its websites and mobile apps (in 17 languages and 40 countries) who search for and book their travel and leisure experiences with us.
A team of more than 1,200 passionate people enjoy working with us, supporting our mission to provide a comprehensive and inspiring offering of travel related products and services.
The Quality Team is part of Lastminute's Customer Karma Department, which supports all aspects of the sales and operation business with particular focus on the customer experience, efficient transaction processing and providing mission critical linkages between Lastminute and its partners.
As Quality Agent 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 monitorings 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 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
Other duties as assigned
Previous call center experience in either a Sales or Service Environment
Knowledge of airline Global Distribution Systems (GDS) is an advantage
Skills and Experience
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
Advanced level of English
in addition, Native Speaker level :
Portuguese (only in combination with Spanish or Italian or German or French + English)
Hungarian (only in combination with Spanish or Italian or German or French + English)
2 days remote working per week