German Quality Agent
lastminute.com
Madrid
hace 2 días

Company Description

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.

Job Description

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.

Key Responsibilities

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

Qualifications

Previous call center experience in either a Sales or Service Environment

Highly productive

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

Essential

Advanced level of English

in addition, Native Speaker level :

German

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)

Benefits

2 days remote working per week

flexible hours

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