Travel Agent - Refunds Team

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. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network 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 2500 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.

With the Greek office being one of the largest, hosting around 600 employees working from the center of Athens for the rest of the world.

Join us and start as Travel Agent - Refunds Team in the Customer Service team**!**

Position Summary

The Travel Agent - Refunds Team position is a role in the Second Line (Back office) organization.

We’re searching for well-organized, motivated and skilled Travel Agents. For this position, we’re seeking savvy professionals who will drive innovation and execution excellence in our Second Line department.

Main responsibilities in the Refunds team are to process the refund requests to the Airlines and Providers and monitor them in our travel orders. As a refund agent you will work with multiple different systems and scenarios which require high attention to detail.

This position will be based in our Athens office.

Responsibilities

• Prioritize and Handle Refund claims (GDS, BSP, LCC, NDC)
• Handle Fraud/Chargeback claims
• Resolve escalations from other departments
• Handle emails and requests from airlines and partners
• Contact Airlines and Providers for different issues
• Manage pending backlog in timely manner
• Reclaim BSP Refund applications rejected
• Analyze and propose solutions for task optimizations & automations
• Cooperate with other teams to resolve any pending issues