Team Leader - Refunds

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. 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 partner with major global platforms such as Booking.com , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision , our specialist in travel fintech; Tripstack , our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix , the AI Infrastructure for profitable growth in air; and Flygresor.se , Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

The Role

The role of the Customer Care Refunds Team Leader is to ensure qualitative results in a timely manner, in accordance with the targets and SLAs set. To do that, the Refunds - Team Leader 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 Customer Care 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

• At least one year of experience in People Manager role.
• Experience working with KPIs and deadlines.
• Self-driven, proactive and results oriented.
• Excellent written and verbal communication skills in English.
• 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:

• Standard working scheduleMonday - Friday (morning shifts)
• Hybridworking environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• Health Benefits - Through partners we offer aprivate health insuranceplan. We also offer the possibility to use2 extramedical leave days in case of need
• Monthlyticket restaurant card- to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
• Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Megaro Mousikis Metro station
• We have a relaxed & fun work environment where you can enjoy free breakfast, coffee/tea, play ping pong or video games and enjoy various discounts
• We also like to schedule company/department/teamactivities and eventsoutside the office space!

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.