Travel Agents (Scandinavian markets) - Schedule Change Team, Etraveli Group, GR

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 3000 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), Greece, India, Canada, Poland and Uruguay.

With the Greek office being one of the largest, hosting around 650 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 Care 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 Care 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