Customer Care and QA Expert with Italian/French - Maternity Cover (m/f/d)
City: Sofia
Department: Customer Service
Recruiter: Pavlina Grancharova
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.
This is not your average contact center role. We’re looking for a passionate and skilled Customer Care and QA Expert with Italian/French and English (m/f/d) 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.
📍This is a maternity cover role, on a 1-year fixed-term contract.
About the Role
- Provide 3rd level support to our outsourced customer service teams through email correspondence, ensuring adherence to quality and operational standards for all customer inquiries
- Handle and de-escalate complex cases, finding the best solution for customers, legal representatives or consumer associations
- Own dedicated outbound support via email in emergency situations, as well as the full cycle of emergency after-care claims
- Assist our customers by collaborating with internal teams, including Customer Service Management, Quality Management, Traffic Control, Finance, Legal, and more
- Take decisive action and provide our customer service team with guidance on claims settlement where documented processes are not applicable
- Continuously contribute to process changes and optimization to better serve our customers and regional organizations
- Support Quality Assurance Specialists in quality monitoring and addressing areas of improvement
About You
- Minimum 2 years of prior experience in customer care
- Fluent in Italian or French, as well as English, both verbally and in writing
- Previous experience as a Subject Matter Expert; Quality analysis or escalations is a plus
- Ability to put the customer first in everything you do
- Highly motivated, persistent, proactive, and team-goals oriented
- Able to think outside the box and always look for opportunities to improve and optimize processes
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!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
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.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
