Business Analyst (Customer Services)

Who we are

Etraveli 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 booking.com 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 Booking.com, Google Flights, Skyscanner and Kayak.

At the same time, we open endless possibilities for our employees. Our diverse team of more than 2000 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 & we are here to guide, challenge and give you an exciting part in our mission to make our world, wide open.

About the role

As a CS Business Strategist 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:

• Challenge the status quo
• 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

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 oppo