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 a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden’s leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. 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.

Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay with the Athens office being one of the largest, hosting around 670 employees working from the center of Athens for the rest of the world.

The Role

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 Schedule Change 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

Requirements

• Native/Fluent level of Italian (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 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.

#LI-KS2