Customer Experience Specialist

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 2300 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.

About your new team

Join our new Customer Experience (CX) team to play a pivotal role in reshaping how customers interact with our digital platforms. As a Customer Experience Specialist reporting to the Customer Experience Manager, you will use your expertise in customer service and/or digital communication to enhance our customer journey and drive innovative solutions

You will be joining a team that is in the process of being restructured to enhance our customer experience capabilities at ETG. Our team is involved in various strategic initiatives and is responsible for optimizing communication across multiple channels. We collaborate closely with teams like CX Insights, Customer Support Insights, and Business Intelligence to leverage a data-driven approach for improving customer satisfaction. Our initiatives will directly enhance the digital experience for our customers, streamline internal processes, and contribute to our strategic goals. You persist until successful implementation is achieved.

Requirements

• Two to five years of experience in a tech-driven customer service or digital communication role, preferably with experience outside of the travel/tourism industry.
• Demonstrated ability to manage complex projects and drive initiatives in a tech environment.
• Strong analytical skills and a track record of using data to inform decisions.
• Excellent communication skills and the ability to bridge various organizational functions.
• A commitment to innovation and continuous improvement in customer experience.
• Possesses innovative leadership qualities.

Desired Traits:

To succeed as a Customer Experience Specialist in our evolving team, we are looking for individuals who embody some of the following characteristics:

• Analytical and Strategic Proficiency: You excel in analyzing complex data and maintaining a broad vision, aligning detailed operations with overarching strategic goals. Your technical proficiency aids in data analysis and customer relationship management.
• Project Leadership and Management Skills: You are capable of managing multifaceted projects efficiently, meeting deadlines while leading initiatives and positively influencing stakeholders.
• Adaptive Communication and Collaboration: You thrive in dynamic environments, quickly adapting to evolving needs. You articulate complex ideas clearly and demonstrate strong collaborative skills, working effectively with both internal teams and external partners.
• Resilience and Detail Orientation: You show a strong dedication to thoroughness and accuracy in your tasks, displaying endurance and persistence to overcome challenges and achieve goals.

At Etraveli Group, we understand that every candidate brings their unique blend of skills and experiences.We believe in the value of diverse perspectives and the potential for growth, innovation, and adaptation that every individual can bring to our team. If you're excited about this role but concerned that you don't meet every single criterion, we encourage you to apply anyway.

Benefits

Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business.

We also offer:

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location
• Central office location in the City – We are located on Regeringsgatan in Stockholm, a stone's throw from public transport and lunch restaurants.
• Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc.
• Pension and health insurance – Through partners we offer a comprehensive pension and health insurance so that you can get help quickly in case of an accident

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.

Welcome to Etraveli Group!