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Business Analyst (Customer Services)

e-travel-sa-1 · 30+ days ago
Negotiable
Full-time
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Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

With the Greek office being one of the largest, hosting around 530 employees working from the center of Athens for the rest of the world.

Join us and start as Business Analyst in the Customer Service team!

Position Summary

As a CS Business Analyst your main responsibilities will be to conduct analysis & own reporting connected to  inflow/outflow of cases related to refund requests. You will collaborate with Business Leaders through different internal teams such as Finance, Payments, Claims & Payouts to raise the right flags based on your analysis, report incidents and propose strategic optimizations which will help us focus on the right automations as well as utilize our manual resources in the best possible way with a goal to  add maximum value to the company. The ideal candidate must have excellent investigative skills, problem-solving attitude, great business acumen and project management skills.

You will be located in Athens and will be part of the Second Line Support Claims/Payouts team within the Customer Services department.

Responsibilities

  • Perform daily/weekly/monthly KPI analysis and work closely with the Team Leaders/ Managers of each team to propose corrective actions and maximize the value delivered on company level
  • Participate/Lead cross-departmental projects that are related to KPI improvements and overall team productivity
  • Be up to date with Industry updates and how they potentially could impact our business area
  • Identify areas of risk, evaluate based on data and escalate to respective teams
  • Create the necessary control mechanisms to ensure the right flags are raised in advance to avoid any future business critical risks
  • Drive strategic changes that will help us succeed fast
  • Challenge the status quo

Requirements

  • Degree in Mathematics, Business, Science or Engineering
  • 2 years of working experience in similar role
  • Experience in large data analysis
  • Advanced experience with MS office (especially excel) & SQL
  • Familiarity with reporting solutions (e.g. Qlikview/Qliksense, Looker, Python etc.) will be highly appreciated
  • Strong problem solving skills combined with business understanding
  • Great time management skills, ability to prioritize and handle multiple initiatives simultaneously
  • Data driven/360 view thinking along with strong critical, analytical and investigation skills
  • Self-motivated with ability to take ownership in a fast growing environment
  • Ability to act proactively, take initiatives and pay attention to detail
  • Very strong communication skills, can-do approach & excellent command of the English language
  • High level of responsibility & integrity combined with eagerness to work in a multicultural, international environment subject to continuous changes

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:

  • Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
  • Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
  • Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
  • Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
  • Team activities - We also like to schedule company/department/team activities and events outside the office space!
  • Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

*If interested, please send your CV in English*

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.

Last updated on Mar 13, 2024

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