Team Leader - Refunds

About the role

Etraveli Group, a global flight technology provider, is looking for a Team Leader for its Customer Care Refunds team in Athens. The role ensures qualitative results within targets and SLAs, by motivating the team, setting high standards, monitoring progress and fostering open trust and communication. It reports to the Customer Care Manager - Refunds and is a hybrid position.

Key responsibilities

• Create a trusting, open and cohesive team environment
• Support team members and ensure they have the training needed to contribute
• Take part in daily tasks on a scheduled rotation and stay up to date with new processes
• Intervene when necessary to help resolve issues
• Monitor assigned queues and SLA compliance
• Follow up on daily and monthly schedules and ensure efficiency
• Evaluate performance, quality, creativity, strengths, weaknesses, behaviour and attitude, give feedback and support personal development
• Celebrate team and individual achievements
• Improve and automate operating procedures with managers and analyse reports

Required profile

• At least one year of experience in a People Manager role
• Experience working with KPIs and deadlines
• Self-driven, proactive and results-oriented
• Excellent written and verbal English
• GDS and airline industry knowledge is a plus

What we offer

• Monday to Friday morning shifts, hybrid working
• Private health insurance through partners and two extra medical leave days
• Monthly ticket restaurant card
• Office in central Athens with free breakfast, coffee/tea and recreational facilities
• Company and team events