Agent - SC Escalations
- India
Posted yesterday
About the role
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.
Job Description :
We are looking for enthusiastic and ambitious individuals who strive to succeed in a fast-paced customer service environment.
You would be working on schedule changes bookings to a minimum of 30 PNRs a day.
Handling Calls /Chats of Customers & Supplier queries (Schedule Change Bookings)
Reporting to the Team Leader to achieve goals and KPI’s
Responsible for checking all queues of a schedule change and contacting Airlines to check for alternate options.
Following up on the flight reservations, contacting the customer to share options available for the rescheduled flight.
Handle misconnections and get the flights confirmed by the Airlines.
Multi-tasking and ready to adapt to new situations and challenges or role reversal.
Requirements:
Minimum 1 year of experience in the customer service industry
Knowledge of the Travel Industry would be a plus
Good written and verbal communication.
Ability to work in different shifts (Includes night shift)
Self-learning and being able to take initiative are very important.
Should possess strong critical and analytical skills.
Benefits
What’s in it for You?
Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.
Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!
Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off—literally.
Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.
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.
Department
Customer Service
Locations
Mumbai