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Escalated Customer Care Tl/coordinator French

hace 3 meses

Madrid, Madrid, España lastminute A tiempo completo
Company Description


We have specialised in creating amazing experiences and unforgettable memories - from hotels, city breaks and holidays to theatre, entertainment and spa days - and are committed to explore how technology can change the way people think about holidays.

Every month, we reach 60 million unique users that search for and book their travel and leisure experiences across all our websites and mobile apps.


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

We value different lived experiences and respect viewpoints, as we know unicity drives innovation.

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

We want to make sure our people reflect the communities across the world we help travel.

Job Description:

Hybrid model telework (2 days per week at the office, 3 days at home)

Qualifications:

Key Responsibilities

  • Agents Management for ECT activities
  • Oversee daytoday agent's work, supporting the team's activities
  • Operative support to the team in the management of the customers and the systems
  • Monitor team performance, Quality, and metric reports
  • Motivate team members and able to work under pressure and by goals
  • Support Process Improvement
  • Training employees, and coaching them to cultivate the knowledge and skills to provide excellent service to customers.
  • Work closely with the relevant teams within the Customer Delivery Org and Escalated Care Team TL to ensure overall process consistency

Skills and Experience

_ Essential_

  • Fluency in English and French, and Spanish.
  • Teamwork oriented, but able to deliver individual results when needed knowledge and understanding of Customer Support Metrics/KPIs
  • Crosscultural sensitivity, selfmotivated, and used to working in a dynamic and fastpaced environment
  • Ability to set measurable goals and see them to completion
  • Proactive, flexible, cando attitude
**_
Desirable_**- GDS knowledge

  • Google/Excel Workspace knowledge
Additional Information

Benefits

  • Multicultural & Multilingual team environment
  • Great incentives package