Job Description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

As a Travel agent, you will firstly assist our clients in completing their travel itineraries over the phone, and chat channels mostly in Customer Care team with intention of upskilling and transition to Customer Care Escalations team.

A vital aspect of the Customer Care Escalations Travel Agent position is to handle more complex cases escalated from Customer Care teams and communicate with both Airlines and customers in the process of finding the most suitable solution.

Our intention is to provide a more complete service to our customers by traveling with peace of mind and security.

In order to ensure a flawless and positive customer experience, all our agents have a friendly attitude and enjoy helping others!

Position reports to a Customer Care Escalation Team Leader.

The Role

• Receive & process incoming calls, chats as well as handling in time more complex cases where outbound calls needed
• Ensure & provide quality of service to customers. i.e. handle inquiries & complaints from customers in a professional manner
• Manage flight changes, cancellations, rebookings and force majeure situations.
• Develop & recommend changes to existing methods & procedures to increase accuracy, efficiency & responsiveness of the Customer department as a whole
• Report technical issues, customers’ complaints and other problems

Requirements

• Native/Fluent level of xxxxx (oral and written)
• Good knowledge of English
• A Bachelor’s degree (preferably in Tourism/ Business Administration or any quantitative subject)
• Excellent communication skills and a can-do attitude
• Quality focus and multitasking in a fast-paced environment
• Computer literacy
• Experience in the customer service sector
• Ability to learn and adapt to new software technologies

Nice to Have

• Experience in working with KPIs
• GDS knowledge (Amadeus or Sabre)

Benefits

We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

• Standard working schedule Monday - Friday (morning shifts)
• Competitive salary combined with customized incentives’ program
• Extensive GDS training covering Amadeus and Sabre with a certificate of completion.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Health Benefits - Through partners we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need
• Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Megaro Mousikis Metro station
• We have a relaxed & fun work environment where you can enjoy free breakfast, coffee/tea, play ping pong or video games and enjoy various discounts
• We also like to schedule company/department/team activities and events outside the office space!

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.