Process Specialist Jobs in Athens, Greece

Who we areEtraveli Group is a leading global platform for flights, an air technology company connecting millions of flights and travelers across the globe. The company is the exclusive provider of flights to in Europe and recently entered into an acquisition agreement with Booking Holdings pending competition clearance.We want our customers to experience the world, while we take care of the technology that enables traveling. Every minute we close hundreds of deals for our partners around the globe. We are the preferred partner of some of the world’s most prominent travel companies such as, Google Flights, Skyscanner and Kayak.At the same time, we open endless possibilities for our employees. Our diverse team of more than 1400 passionate professionals is what makes us the best in what we do. The Group headquarters are located in Sweden while different parts of the Group’s operation are led from the countries where we have offices (Greece, Canada, India), with the Athens office being one of the largest, hosting around 500 employees working from the center of Athens for the rest of the world.We know that the travel business is not just a business, it is an opening to the whole world. And technology is not just a job, it is an opening to the future. We are looking for people that are as open as traveling and technology combined amp; we are here to guide, challenge and give you an exciting part in our mission to make our world, wide open.About the roleAs a Process Specialist you are responsible to own and have the full overview of end to end process flows within the assigned area of responsibility. Starting from the moment we receive a customer inquiry and up to the case resolution as well as the cross departmental alignment, you need to be the first point of contact within the departments of Customer Services Organization, in order to identify the impact of a proposed launch/change from a people perspective (customer and/or user-agent) on how things should work in case of an overlapping responsibility area with another department. This role also gives the opportunity to undertake and roll out quick fixes and updates within the current processes of Customer Services.Responsibilities:Have a 360 overview of different Customer Services workflows and tools used, and be in position to identify dependencies and raise red flags whenever neededMap out the entire assigned flows end-to-end, from the moment a customer inquiry is received up to the case resolution across the different tools/systems usedIdentify bottlenecks, low hanging fruits, areas of improvement amp; address them with Organization’s Stakeholders to conduct a plan to overcome the issue we faceDrive changes to increase efficiency amp; improve customer experienceMake sure that the knowledge base is always up-to-date with the most recent versions of processes/guidelines, written in a user-friendly wayMonitor reporting, analyze data and assess if expected process update outcome is delivered, and if not, identify root cause and adjust the flow accordinglyChallenge the status quo

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