Customer Care and QA Expert with Italian/French - Maternity Cover (m/f/d)

About this role

<p style="line-height: 1.4;"><span style="font-size: 12pt;">At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable. &nbsp;</span></p> <p style="line-height: 1.4;"><span style="font-size: 12pt;">This is not your average contact center role. We’re looking for a passionate and skilled <strong>Customer Care and QA Expert with Italian/French and English (m/f/d)</strong> who will be acting as an extension of the headquarters and help us shape our team, drive the company to the next level, and have the most direct influence on our success.</span></p> <p style="line-height: 1.4;"><em><span style="font-size: 12pt;">📍This is a maternity cover role, on a 1-year fixed-term contract.</span></em></p> <p><span style="font-size: 24pt;"><strong data-renderer-mark="true">About the Role</strong></span></p> <ul> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Provide 3rd level support to our outsourced customer service teams through email correspondence, ensuring adherence to quality and operational standards for all customer inquiries</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Handle and de-escalate complex cases, finding the best solution for customers, legal representatives or consumer associations</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Own dedicated outbound support via email in emergency situations, as well as the full cycle of emergency after-care claims</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Assist our customers by collaborating with internal teams, including Customer Service Management, Quality Management, Traffic Control, Finance, Legal, and more</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Take decisive action and provide our customer service team with guidance on claims settlement where documented processes are not applicable</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Continuously contribute to process changes and optimization to better serve our customers and regional organizations</span></li> <li data-renderer-start-pos="10847"><span style="font-size: 12pt;">Support Quality Assurance Specialists in quality monitoring and addressing areas of improvement<br></span></li> </ul> <p><span style="font-size: 24pt;"><strong>About You</strong></span></p> <ul> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Minimum 2 years of prior experience in customer care</span></li> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Fluent in <strong>Italian </strong>or <strong>French</strong>, as well as English, both verbally and in writing</span></li> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Previous experience as a Subject Matter Expert; Quality analysis or escalations is a plus</span></li> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Ability to put the customer first in everything you do</span></li> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Highly motivated, persistent, proactive, and team-goals oriented</span></li> <li data-renderer-start-pos="10944"><span style="font-size: 12pt;">Able to think outside the box and always look for opportunities to improve and optimize processes</span><span style="font-size: 12pt;"><br></span></li> </ul> <p style="line-height: 1.4;"><span style="font-size: 12pt;">We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you! &nbsp;</span></p> <p><span style="font-size: 24pt;"><strong>What We Offer</strong></span></p> <ul> <li data-renderer-start-pos="11445"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Travel perks</strong>: 12 free Flix vouchers + 12 discount vouchers for friends &amp; family.&nbsp;</span></li> <li data-renderer-start-pos="11530"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Work from (M)Anywhere</strong>: Depending on your role, work from another location for up to 60 days per year.&nbsp;</span></li> <li data-renderer-start-pos="11636"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Hybrid work model</strong>: We are an office-first company, but we offer flexibility to balance work and life.&nbsp;</span></li> <li data-renderer-start-pos="11742"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Wellbeing support</strong>: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.&nbsp;</span></li> <li data-renderer-start-pos="11877"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Learning &amp; Development</strong>: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.&nbsp;</span></li> <li data-renderer-start-pos="12004"><span style="font-size: 12pt;"><strong data-renderer-mark="true">Mentoring Program</strong>: Connect with experienced colleagues to gain insights and accelerate your career.&nbsp;</span></li> </ul> <p style="line-height: 1.4;"><span style="font-size: 12pt;">To view more local benefits specific to each office location, please check out this link:&nbsp;<a href="https://flix.careers/locations/">Locations - Flix Career</a></span></p> <hr> <p style="line-height: 1.4;"><span style="font-size: 18pt;"><strong>Why Join Flix?</strong></span></p> <p style="line-height: 1.4;" data-renderer-start-pos="12125"><span style="font-size: 12pt;">At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.</span><br><span style