Travel Agent - Refunds Team

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product,, a risk management solution, Sweden’s leading flight comparison site,, our B2B Flights as a Service Provider and world leader in virtual interlining, and, the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

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The Role

The Travel Agent - Refunds Team position is a role in the Second Line (Back Office) organization.

We’re searching for well-organized, motivated and skilled Travel Agents. For this position, we’re seeking savvy professionals who will drive innovation and execution excellence in our Customer Care Fulfillment & Refunds department.

Main responsibilities in the Refunds team are to process the refund requests to the Airlines and Providers and monitor them in our travel orders. As a refund agent you will work with multiple different systems and scenarios which require high attention to detail.

This position will be based in our Athens office.

Main responsibilities

• Prioritize and Handle Refund claims (GDS, BSP, LCC, NDC)
• Handle Fraud/Chargeback claims
• Resolve escalations from other departments
• Handle emails and requests from airlines and partners
• Contact Airlines and Providers for different issues
• Manage pending backtimely manner
• Reclaim BSP Refund applications rejected
• Analyze and propose solutions for task optimizations & automations
• Cooperate with other teams to resolve any pending issues

Requirements

• A Bachelor’s degree (preferably in Tourism/Business Administration or any quantitative subject)
• Advanced skills or knowledge in GDSs (Amadeus / Sabre and/or Galileo), Farelogix and/or Travelfusion will be considered as a plus
• Excellent written and verbal communication skills in English
• Well organized, persistent with multitasking skills
• Self-driven, proactive and results oriented
• Playing to win
• Accountability and cooperation
• Urgency to be excellent

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:

• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
• 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 of affiliated restaurants, cafes, stores or supermarkets across Greece.
• Office in the City
• We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
• Growth
• We believe in personal development and continuous education, thus we offer the opportunity of role-related training on tools and best practices.
• We also like to schedule company/department/team activities and events outside the office space!
• We have a relaxed & fun work environment where you can enjoy free breakfast coffee/tea, playing ping pong or video games.

Why Join Us? You’ll work on a core product that shapes the travel experience of millions of users worldwide, in a dynamic and evolving industry. You'll work with a passionate team dedicated to excellence, be a key player in shaping our flight content strategy, influence partners, and grow in a supportive environment that values innovation. If you're ready to elevate your career and make a real difference in the world of travel, and become a vital part of our mission to be the best in the business!

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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.