Customer Care Claims Specialist – Italian Speaking - Madrid - Last Minute Group

    Last Minute Group
    Last Minute Group Madrid

    hace 1 semana

    Descripción
    The Company


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    At , we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world

    Job Description

    Are you looking for a role in Customer Relation Service? We are looking for someone to join the Claim department in our Customer Service department in the Madrid office.

    Job Title

    • Customer Care Claims Specialist
    • Italian Speaking
    Location

    • Madrid
    Working model

    • Hybrid from Madrid, Remote from Spain
    Team

    • You will join the Customer Service Team in the Claims department
    Level

    • Professional
    Contract

    • Permanent, full time (36 h/week)
    What your impact will be

    You will ensure customer complaints and standard requests are dealt with efficiently and with the right level of sensitivity. You will monitor, respond and engage with customers on different channels that require service support for the lm group contributing to a service orientated culture aimed at building repeat business and customer loyalty

    Qualifications

    Your expertise:
    Fluent Italian plus English (spoken and written).

    Previous Customer management experience, incident resolution, with the ability to handle complicated situations under pressure.

    Experience with CRM tools, and different customer communication channels.

    Fast learner with a proactive, can-do attitude.

    Experience with travel industry tools such as Sabre, Amadeus or similar is desirable

    Strong analytical thinking:
    able to assess facts, policies and evidence before making decisions.

    Clear and calm communication, especially when delivering sensitive or negative outcomes.

    High emotional intelligence to manage frustrated or persistent customers professionally.

    Strong sense of ownership, ensuring cases are followed through to full resolution.

    Adaptability and flexibility to quickly adjust to new tools, processes and policy changes.

    Strong judgment to balance customer satisfaction with business protection.

    Additional Information

    What We Offer You:
    Permanent contract from day one.

    Attractive performance-based incentive package.

    Paid 2-week commercial training to equip you with all the necessary tools.

    Hybrid/remote work model depending on your location:
    Hybrid model: 2 days in the office + 3 days remote.

    8 weeks per year of fully remote work, around EU

    36-hour workweek, generally Monday to Friday, covering two shifts from 9:00 AM to 6:30 PM.

    Office located in the heart of Madrid.

    Exclusive discounts on travel and other benefits through the staff intranet.

    A warm and positive work environment where a multicultural team works in great harmony.

    There is a strong sense of trust, collaboration, and mutual support in our day-to-day work, and we frequently collaborate with other departments.

    We genuinely enjoy working together and sharing responsibility to achieve common goals.


    Perks of working with us:
    2 paid days off per year for volunteering purposes

    Occasional social events to foster connections among colleagues

    Travel industry discounts and flash exclusive staff fares


    We support our employees through life's significant moments with leave options (e parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.


    Selection process steps*:
    HR interview minutes)

    Interview (Manager): soft skills + technical knowledge

    Offline Case Study

    Final Interview

    Offer extended

    Our commitment to celebrate diversity and generate belonging


    At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility.

    We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here.

    We value different lived experiences and respect viewpoints, as we know unicity drives innovation. xugodme We want to make sure our people reflect the communities across the world we help travel.

    #J-18808-Ljbffr

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