Customer Care Claims Specialist - Italian Speaking

At lastminute.com, 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

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- 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

Your expertise:

Essential

• 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

Skills & Aptitudes

• 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.

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

Wish you were here? We do, too!

Selection process steps*:

- HR interview (10-30 minutes)

- Interview (Manager): soft skills + technical knowledge

- Offline Case Study

- Final Interview

- Offer extended
(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

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