eDreams ODIGEO is one of the world’s largest online travel companies and one of the largest European e-commerce businesses. Under its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo – it offers the best deals in regular and charter flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value for the more than 17 million customers it serves across 46 markets. eDreams ODIGEO is listed in the Spanish Stock Market.
Role Mission: To support our external centers to deliver a consistently high level of Customer Experience.
- To support on a day to day basis our external delivery centers on processes and procedures providing subject expertise and guidance where required in order to deliver an exceptional customer experience.
- Ensure updates are properly shared, communicated, understood, and cascaded down to agents and team leaders.
- Monitor all tools to maintain full functionality, support and drive solutions through appropriate processes.
- Applying subject expertise in all relative business areas providing recommendations for procedural improvements.
- Identifying areas where automated solutions would improve business performance and customer satisfaction.
- Supports and implements effective customer service journeys, workflows and escalation processes with the aim of reducing the customer effort.
- Participate in regular business reviews and capturing actions and following up as required.
- Support the reduction of financial risk through ADM, WO, Fraud etc.
- Flexible to travel and support the centers on the “field”.
- Knowledge of all Back Office tasks and procedures including, but not limited to, Ticketing Recovery, Schedule Changes, Refunds.
- Good knowledge of GDS reservation system, Amadeus, Galileo.
- Previous experience in Travel based company with a good knowledge of the general travel business.
- Computer literacy – Proficient in the use of MS Office (Word, Excel, Powerpoint) Google Drive.
- Ability to prioritise workload to optimise results.
- Spanish language – C2 (spoken and written).
- English language – C2 (spoken and written).
- Analytical with the ability to understand data and impact of that data.
- Confident to work without direct supervision, but also as a Team.
- Ability to work to deadlines and targets.
- Motivated, results oriented with a positive attitude and a collaborative approach.
- Proficient with interpersonal skills, able to adapt communication style to suit the audience.
- Reliable, responsible and with the flexibility to support 24/7 business needs in ad hoc situations.
What do we offer?
- We support a phenomenal lifestyle and work-life-balance with our flexible hours and flexible remote work policy.
- A free eDreams Prime subscription to benefit from significant discounts on your travels.
- Competitive compensation package with an attractive bonus structure.
- Excellent environment for continuous growth and learning: with our Learning & Development programs, you will have access to tech talks, internal soft skills and technical skills training, language lessons, external events and industry conferences.
- Free subscription to O’Reilly Online Learning.
- Fast-track career development: with our unique programs, you are always working towards the next step on your career path.
- New to the city? We also offer great relocation packages.
- Additional annual prizes and awards for a variety of team and individual achievements.
- Fun at work: at eDreams ODIGEO, work and fun go hand in hand!
… And the opportunity to work in a dynamic, dedicated, fun and passionate team of professionals. We journey together!
Come fly with us and join us now.
eDreams ODIGEO under its four leading online travel agency brands – eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo –is an equal opportunity employer and value diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.