Customer Care Claims Specialist - French Speaking

lastminute.com

2d•Hybrid

About The Position

We are looking for someone to join the Claim department in our Customer Service department in the Madrid office. 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.

Requirements

Fluent French, and Spanish plus English (spoken and written).
Previous Customer management experience.
Incident resolution experience.
Ability to handle complicated situations under pressure.
Experience with CRM tools, and different customer communication channels.
Fast learner with a proactive, can-do attitude.
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.

Nice To Haves

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

Responsibilities

Ensure customer complaints and standard requests are dealt with efficiently and with the right level of sensitivity.
Monitor, respond and engage with customers on different channels that require service support for the lm group.
Contribute to a service-oriented culture aimed at building repeat business and customer loyalty.

Benefits

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.
Exclusive discounts on travel and other benefits through the staff intranet.
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.
Leave options for parental responsibilities, marriages, bereavements, relocations, etc. in line with local laws.