Customer Care and QA Expert with Italian/French - Maternity Cover (m/f/d)
Core
Provide 3rd level support to outsourced customer service teams via email, handling complex cases, emergency claims, and guiding claims settlement where processes are undefined.
Role type
Senior Customer Care and Quality Assurance Expert (Subject Matter Expert)
Builds
Customer service operations and quality standards for travel platform
Domain
Travel technology
Deliverable
client delivery
Required skills
3rd level support, complex case de-escalation, emergency claims management, process optimization, cross-functional collaboration, quality monitoring
Preferred skills
Subject Matter Expert experience, Quality analysis, escalations handling
Technologies
Email communication systems
Responsibilities
Handle and de-escalate complex customer cases, own dedicated outbound support for emergency claims, assist customers by collaborating with internal teams, provide guidance on claims settlement, contribute to process changes and optimization, support Quality Assurance Specialists in quality monitoring
