Who we are Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2300 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland. With the Greek office being one of the largest, hosting around 560 employees working from the center of Athens for the rest of the world. Join us and start as a Schedule Change Travel Agent in the Customer Service team! Position Summary As a Schedule Change Travel Agent, you will assist our clients via our communication channels regarding the time/date changes that occurred from the airline. A vital aspect of the role’s position includes making sure to find alternative flights for our customers’ journeys or request the funds from the airline back, when finding alternative flights is not possible. Our intention is to provide a 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 First Line Customer Service Team Leader. Responsibilities Receive & process incoming calls and emails regarding schedule changes Responsible to check all internal queues of a schedule change and contact Airlines to check for alternate options, as well as making follow ups and providing them to our clients Ensure & provide quality service to customers. i.e. handle inquiries & complaints from customers in a professional manner, provide context and s/c information Manage flight cancellations, rebookings and force majeure situations according to each airline’s specific schedule change policy Develop & recommend changes to existing methods & procedures to increase accuracy, efficiency & responsiveness to the SC teams or the Customer Service department as a whole Report technical issues, customers’ complaints and other problems Requirements: Native/Fluent level of German (oral and written) Good knowledge of English Experience in the customer service sector Ability to learn and adapt to new software technologies Excellent communication skills and a can-do attitude Quality focus and multitasking in a fast-paced environment 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 training providing GDS Certification (Amadeus, Sabre etc) 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 Ambelokipi 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! Click here to meet our team! 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.
