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 Team Leader - Second Line Refunds in the Customer Services team!

Position Summary:

The role of the ETG Second Line Refunds Team leader is to ensure qualitative results in a timely manner, in accordance with the targets and SLAs set. To do that, he/she should be able to motivate and inspire the team members, set high standards, monitor the progress of them and above all, interact with the team on a daily basis and create an environment of open trust and communication. It is essential that a successful Team leader will lead in alignment with the company’s strategy and values, make sure that information will be spread out to all necessary layers and steer the team to the right direction.

This position reports to the Second Line Customer Service Manager - Refunds and is based in Athens.

Responsibilities:

Create an environment based on trust, open communication, creative thinking, and cohesive team effort.
Support team members on their work and ensure they have the necessary training to effectively participate in the team.
Participate in the daily tasks on a scheduled rotation and ensure you stay up-to-date with the new processes and routines.
Intervene when necessary to help the team in resolving issues.
Monitor the assigned queues and SLA compliance.
Follow up on team members' daily/monthly schedule (working hours, assigned tasks, etc) and ensure efficiency.
Evaluate team/individuals in terms of performance, quality, creativity, strengths, weaknesses, behavior, attitude and provide feedback to them.
Support their personal development/career path.
Recognize and celebrate both team and team member accomplishments/exceptional performance.
Constantly improve and automate operating procedures and processes with managers.
Analyze reports.

Requirements

A minimum of 2 years of experience in a relevant position.
Excellent written and verbal communication skills in English.
Experience working with KPIs and deadlines.
Self-driven, proactive and results oriented.
GDS/airline industry knowledge 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.

#LI-IA1