ADM Specialist

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, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, Gotogate & Flightnetwork 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 640 employees working from the center of Athens for the rest of the world.

Join us and start as ADM Specialist in the Customer Services team! 

Position Summary

The ADM Specialist position is a senior agent role in the Customer Service Department.
Working with ADM means a lot of investigations on the reasons causing errors and understanding and verifying processes related to Customer Services as well as our company's system processes. Your work will be in an environment with escalating, reporting and having carrier/GDS dialogs. You will be part of a senior team and will get the opportunity to have insight on how Etraveli Group and Carriers work with improving their rules and routines. This role reports to the ADM Manager.

Responsibilities

• Investigate ADMs, dispute them according to the deadlines and have the required follow up. Investigations demand an up to date knowledge of Firstline, Schedule Change and Second Line processes and quality requirements.
• Handle all incoming ADMs related to both CS and Non-CS cases.
• Have dialogue with the GDS, creating claim cases when required.
• Have efficient cross departmental cooperation within the org.
• Communication with IATA and other partners.
• Communication within the organization to solve investigations.
• Report any issues or lack of routines.
• Analyze and propose improvements for the ADM task.

Requirements

• At least two year experience as a Travel Agent.
• Experience in at least one GDS system (ex Amadeus, Sabre or Travelport).

• Experience in executing reissue, refund or ticket issuance.
• Experience in working with deadlines and having an eye for details.
• Excel/Google Sheet knowledge, Agents are expected to create and use pivot tables on most of the daily tasks.
• Troubleshooting skills & analytical problem-solving skills.
• Seeking best practice implementation and driving ideas.
• Excellent written and verbal communication skills in English.
• Self-driven, proactive and results oriented.
• Well organized, persistent with multitasking skills.
• Previous experience in BSP and ADM handling will be considered as a plus.
• Industry knowledge such as IATA resolutions, Airlines ADM & Booking Policies and BSP settings will be considered as a plus.

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:

• 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.
• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
• Team activities - We also like to schedule company/department/team activities and events outside the office space!
• Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

*If interested, please send your CV in English*

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.