Customer Service Loss Prevention Specialist
3 days ago
Etraveli Group is a leading company providing technology solutions and fulfillment capabilities for online travel sales.
We connect millions of flights and travelers worldwide, simplifying the journey from search and selection to trip completion.
Our Mission
We strive to make the world smaller for our customers and bigger for our people, fostering a diverse and passionate team of over 2500 professionals.
Our major offices are located in Sweden (HQ), Canada, Greece, India, Poland, and Uruguay.
Job Description
The Monetary Loss Prevention Specialist is a senior role within our Customer Service Quality Department.
You will conduct comprehensive data analysis to identify errors that could negatively impact customer experience or result in financial losses.
Using data from various sources, including Retail Loss files, ADMs, and records of missing fees, you will determine if these errors are due to agent mistakes or unclear procedures.
This position is based in Mumbai and is part of the Customer Services Quality department.
Key Responsibilities
- Analyze and assess transactions that have caused or could potentially cause retail losses.
- Identify error trends and conduct detailed analyses.
- Detect recurring errors and propose optimizations and solutions.
- Provide constructive feedback to relevant teams.
- Collaborate with other teams within the organization to drive improvements.
- Foster effective cross-departmental cooperation.
- Report issues or procedural gaps.
- Analyze and suggest improvements.
Requirements
- Minimum of 4-5 years of proven experience in the Online Travel Agency and Airline industry.
- Previous experience in Quality is an asset.
- A university degree, preferably in Hospitality and Tourism Management or Business Administration, will be considered an advantage.
- Excellent knowledge of GDS systems (Amadeus, Sabre, Galileo).
- Hands-on experience with NDC, LCC, and BSP systems.
- Proficiency in processing ticket issuance, re-issuance, and refunds.
- Proven experience in reading and interpreting airline fare rules.
- Experience with KPIs and deadlines.
- Skilled in data analysis and report generation.
- Strong attention to detail and ability to work under deadlines.
- Advanced proficiency in MS Office (especially Excel) and familiarity with reporting tools (Qliksense, Looker) is highly valued.
- Excellent knowledge of Google Suite (Sheets, Docs, and Slides).
- Data-driven mindset with strong critical, analytical, and investigative skills.
- Self-motivated with the ability to take ownership in a fast-paced environment.
- Proactive, initiative-taking, and detail-oriented.
- Excellent communication skills, a positive attitude, and a strong command of English.
- High level of responsibility and integrity, with enthusiasm for working in a multicultural, international, and dynamic environment.
- Ability to summarize and present complex information clearly and concisely.
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