Customer Care Claims Specialist- German Speaking

lastminute.com

1d•Hybrid

About The Position

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. The job in brief: Job Title - Customer Care Claims Specialist- German 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

Requirements

Fluent German, Spanish 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.
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

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

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
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.
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.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.