Job Description

About Etraveli Group is a global platform for flights, an air technology company with a presence across all continents. We pride ourselves on being the fastest, most precise way to realize a travel plan, no matter the distance or complexity. We are the preferred partner of some of the world\xe2\x80\x99s biggest technology companies, airlines, hotel chains, and car rental companies. Together with them, we work closely to meet the growing demands of our customers.

We like a fast ride. Our eyes tearing up from the wind, hair an unwieldy mess, hands gripping the steering wheel; that kind of fast. Since we started in 2000, we\xe2\x80\x99ve expanded to 6 continents, 75 countries, 35 languages and operate multiple global brands. Once, we were just a handful of dedicated souls, printing flight tickets as soon as there was a booking and running off to the post office to mail them out.

Location: Mumbai & Pune

Role Overview:

First Line Support\'s main responsibility is to solve more advanced requests that cannot be solved on the spot via our ordinary contact channels or requests that require contact with suppliers. High efficiency and close interaction with our customer is always required to make sure to provide the best assistance with first-contact resolution in mind. The First Line Support agent will as well assist with resolving escalations from other internal or external partners, as well as sharing knowledge with other team members on correct approaches & routines. In parallel, part of the role responsibilities is to share feedback and report positive or negative trends, recommend proposals & ideas related to areas for improvement. In addition, it may be requested to contribute as a coach for the new team members during the training & transitional period in our premises.

When necessary, possible rotation within the department\'s daily tasks (voice, email, support, etc) may apply

Responsibilities:

Solve more advanced requests received from First Line agents and/or other internal/ external partners

• Handle advance requests that cannot be finalized via our ordinary communications channels
• Assist with escalations received from other internal/external departments
• Handle ad-hoc requests where support assistance is required
• Finalize requests where customers confirmed payment via the payment link

• Mentor and coach newcomers during the training period as well as during the first days in production
• Report positive or negative trends
• Share personal thoughts & initiatives which may prove valuable & beneficial for the department\xe2\x80\x99s smooth operation and development

• Experience within travel industry
• GDS knowledge will be considered as a plus
• Excellent written and verbal communication skills in English
• Decision-making skills and ability to work independently
• Self-driven, proactive, results oriented and a problem solver
• Organizational and time-management skills
• Attention to detail
• Humble and a Team player
• Ability to manage change and work under pressure

Etraveli Group