Arbetsbeskrivning

Etraveli Group is the leading company globally 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 & Flight Network and serve exclusively 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 2400 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.

You will join an awesome team of ~50 employees that vaues team work and to have fun together. The office is big, modern and bright. In the summer we often use our terrance that has an amazing view over Uppsala. We offer a payed education for 8 weeks - and a lot of opportunities to grow within the company.

About the role

In the role of Customer Service Representative, you will work with multiple booking systems and handle technically complex cases. You will support our customers primarily by phone with all aspects of their flight bookings, such as cancellations, rebookings, baggage inquiries, and name changes. Your daily work will focus on problem-solving and extensive navigation through our various systems. Your role is vital to the company as you serve as the link to our customers and can influence how they perceive our brand.

Your main tasks will include:

• Receiving and managing incoming calls, chats, and emails
• Ensuring and delivering high-quality customer service, meaning handling customer inquiries and complaints professionally
• Managing cases related to issues such as - canceled flights, rebookings, and baggage changes
• Navigating multiple booking systems
• Reporting technical issues, customer complaints, and other problems

The work is scheduled during office hours, from 8 am to 5 pm on weekdays. You will not work weekends or public holidays. During your first eight weeks, you will follow a training plan and have a mentor who will help you integrate into the role as smoothly as possible. It is important that you can attend, in person, for the entire training period.

We offer good opportunities for development, and for those who want to grow within the company, there are several paths available.

Requirements

In this role, a positive attitude and a strong desire to learn are absolutely essential. We are looking for someone who is confident in themselves and enjoys a dynamic environment where things are constantly happening. Previous experience in customer service, especially over the phone, is a plus, and you should have a genuine passion for delivering excellent service. You are motivated by working towards goals and appreciate having your performance measured daily. There is an opportunity to receive both monthly and quarterly bonuses, based on quality and efficiency.

We believe that you:

• Have an interest in and ability to quickly learn new systems—you enjoy using the computer as a work tool.
• Are driven to achieve set goals.
• Are flexible and have a strong sense of service.
• Proficiency in Finnish and English

It is also an advantage if you have:

• Experience in customer service or customer support, preferably by phone.
• Relevant Travel Agent training or equivalent experience.
• Knowledge of booking systems such as Sabre and/or Amadeus.
• Proficiency in Finnish, Danish, or Norwegian.

Benefits

Working with us means both laughter and colleagues who take their work seriously. We’re essentially one big team at a large company with the ambition to become the the best at what we do! In addition to working with an amazing group of people, you’ll enjoy several great benefits as an employee here.

• Generous wellness allowance
• Breakfast buffet every morning
• Opportunity for monthly and quarterly bonuses
• Comprehensive insurance and pension, with personal advisory services
• Hybrid work model with the option to work from home 2 days a week
• Spacious and beautiful office in central Uppsala, just a 5-minute walk from the central station

Start Date:

January 13

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.