Nr.1 LANKOMIAUSIAS DARBO PORTALAS
Booking.com

Customer Service Quality Consultant

1966-2183 €/mon. Gross
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Vilnius - Booking.com

Job description

We are looking for an enthusiastic and motivated Customer Service Quality Consultant to join our team in Vilnius.

You will work within the Learning and Quality Team for the Customer Service Department reporting to the Learning and Quality Manager.

This role is ideal for a self- motivated, energetic and enthusiastic quality professional with the ability to guide and coach others. In addition to having experience within Customer Service you are data-driven and able to take a system-view of the customer interactions to proactively recommend ways to improve their experiences.  

 

In this role you evaluate and assess the quality of the interactions between our agents, operational leadership and the Booking.com customers to improve the customer experience.  You primarily work with our Advanced Role and operational management team members, however, may also evaluate the work of our Customer Service Guest and Partner phone and non-phone interactions with Booking.com’s guests and partners.

 

You provide feedback and coaching to improve the individual employee’s capability of delivering a high level of service and the experience we provide to the Booking.com customers.  

 

B.Responsible:

***Transaction Monitoring: Phone / non-phone quality evaluations, either live or recorded, side by side or remotely for advanced roles and may support New Hires and experienced agents as needed.
***Supporting team activities: Drive team performance with Team Lead for their team which includes data analysis and team outlier performance management.
***Globally calibrate to the Booking standard: prepare for and participate in Learning & Quality, site and global calibrations.  Provide continuous feedback on the customer experience which may not be clearly captured by our quality evaluation process.
***Staying up to date on Customer Service knowledge/procedures:  a continuous learner who dedicates time and effort to stay on top of trends & developments in the quality and/or call center industries.
***Inter-team activities: attend team meetings /huddles, participate in workplace activities, development weeks, and site workshops, build call/case libraries.
***Drive own performance: adopt a growth mindset and open to self-led, continuous learning experience. Seek feedback and have a development plan for your personal or professional growth.
***Operational support as and when needed: action customer queries (phone / non-phone).
***Data-driven: complete ad-hoc analyses to identify trends in call center results & areas of focus, familiar with outlier management methods, able to use data to link behaviors to results, perform regular & ad-hoc audits to ensure high quality results for larger sites Quality team.
***Capable project manager: Partners with Learning & Development team members, Change Management team & Operations to determine local performance needs.  Support Site-based Change Management and Quality improvements.

Requirements

B.Skilled:

***2-3 years working experience in the learning and quality field
***Experience in leading and coordinating learning & quality projects
***Data analysis knowledge
***Possess excellent written and spoken English communication skills
***Ability to work independently, as well as extremely team-focused; supports team and peer decisions
***Meticulous attention to detail
***Ability to work cooperatively with people of diverse backgrounds regardless of personal differences
***Ability to own and roll out change by participating in measuring the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
***Ability to self-motivate and manage own time
***Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders
***Proven experience in improving performance through a Quality Management Tool, and/or experience working with call centre quality programs
***Good understanding of the Customer Service business at Booking.com or a similar environment
***Basic understanding of root cause problem solving
***Flexibility is expected based on local business needs

Company offers

B.Offered:

***Base salary between : 23600 - 26200 EUR per annum (based on experience and competency level)
***Quarterly bonus scheme
***Full time, permanent contract
***Delicious free lunches or dinners (depending on shift)
***A huge platform for learning and development
***Full time paid on-boarding & training
***Discount on Booking.com for yourself, friends and family
***Private Health insurance package
***Premium pay for hours worked during evenings and weekends
***20 holidays per year (on a full-time basis)

Salary

1966-2183 €/mon. gross
Booking.com

Booking.com

Established in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up to one of the largest travel e-commerce companies in the world. Part of Booking Holdings Inc. (NASDAQ: BKNG), Booking.com now employs more than 15,000 employees in 198 offices in 70 countries worldwide.

With a mission to empower people to experience the world, Booking.com invests in digital technology that helps take the friction out of travel. At Booking.com, we connect travellers with the world’s largest selection of incredible places to stay, including everything from apartments, vacation homes, and family-run B&Bs to 5-star luxury resorts, tree houses and even igloos. The Booking.com website and mobile apps are available in over 40 languages, offer 1,692,261 properties, and cover 128,806 destinations in 229 countries and territories worldwide.
information about UAB Majorel Lithuania
2176 €
Avg. salary gross
(43% higher than LT average)
312
Number of employees
5-10 mln. €
Revenue 2021 y.
Distribution of employees by salary (before taxes):
25% earn up to 1904 €
25% earn 1904-2026 €
25% earn 2026-2245 €
25% earn more than 2245 €