Travel Agent (Spanish) - First Line Escalations Team

About the role

Etraveli Group is a global flight technology provider that partners with platforms such as Booking.com, Google Flights, Skyscanner and Kayak, and runs its own travel brands. This Travel Agent position is based in the Customer Care Escalations team in Athens and reports to a Customer Care Escalation Team Leader. You will first help clients complete their travel itineraries by phone and chat, then move into handling more complex cases escalated from the Customer Care team, communicating with airlines and customers.

Key responsibilities

• Receive and process incoming calls and chats, and handle complex cases that require outbound calls
• Handle customer inquiries and complaints professionally and ensure a high quality of service
• Manage flight changes, cancellations, rebookings and force majeure situations
• Develop and recommend improvements to methods and procedures to improve the Customer department's accuracy, efficiency and responsiveness
• Report technical issues, customer complaints and other problems

Required profile

• Native or fluent Spanish (oral and written)
• Good knowledge of English
• Bachelor's degree, preferably in Tourism, Business Administration or another quantitative subject
• Customer service experience
• Ability to learn and adapt to new software

Required skills

• Nice to have: experience with KPIs
• Nice to have: GDS knowledge (Amadeus or Sabre)

What we offer

• Monday to Friday morning shifts, standard working schedule
• Competitive salary with a customized incentives programme
• Hybrid work, combining remote and office work
• GDS training covering Amadeus and Sabre with a certificate of completion
• Private health insurance through partners and two extra medical leave days
• Monthly ticket restaurant card usable at affiliated venues in Greece
• Office in central Athens with free breakfast, coffee and tea, ping pong and video games, plus company events