Customer Service Manager

1 week ago

Uppsala, Uppsala, Sweden Etraveli Group AB Full time

Are you a leader with a passion for customer service and team development? We are looking for a dedicated First Line Manager to guide our Team Leaders and drive operational excellence within our customer service teams.

About us

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, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve 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 the Role

As a First Line Manager, you will play a crucial role in leading and inspiring for now two Team Leaders, ensuring they have the support and resources needed to lead their teams effectively. Your responsibilities will include overseeing day-to-day operations of their designated First Line teams, setting and communicating customer service goals, and using data to monitor and enhance team performance. You will also be a key stakeholder in projects, responsible for developing and implementing business policies to improve our services. This role reports to the Senior Manager, First Line.

Responsibilities:

  • Lead and Inspire: Promote excellent customer service by motivating your Team Leaders to work towards common goals. Establish an environment of trust and empowerment to help them maximize their leadership abilities.
  • Performance Monitoring: Set and communicate targets, use data to monitor and measure team performance, and ensure high-quality customer service. Analyze data to gain insights and make informed decisions.
  • Policy Development: Develop and implement new or improved business policies and processes to enhance the services offered to our customers and agents.
  • Goal Alignment: Ensure clarity around priorities and goals in line with the organization's objectives.
  • Talent Management: Identify, develop, and hire new talent to strengthen the team.
  • Issue Resolution: Investigate and handle escalated, complex customer service issues to ensure proper resolution.
  • Stakeholder Communication: Collaborate with upper management and communicate effectively with various stakeholders to ensure alignment and support. Additionally, maintain close collaboration with other departments within Customer Services organization, such as Quality and Process Team, to foster a cohesive and unified approach.
  • Risk Management: Anticipate and manage risks, addressing employee issues promptly and effectively.

Experience and Skills:

  • At least 3 years experience in a leadership role
  • Experience in a fast-paced customer service environment
  • Proficient in both Swedish and English, written and verbal
  • Strong analytical skills with the ability to interpret data and make data-driven decisions
  • Experience in Excel and/or Google Sheets
  • Experience working with demanding targets and tight deadlines
  • Experience in the flight industry and GDS knowledge (Amadeus or Sabre) is an asset

Personality Traits:

  • Strong interpersonal and leadership skills
  • Results-driven with strong problem-solving skills
  • Ability to manage change and work under pressure
  • Alignment and motivated by the Etraveli Group values

If you are a strategic thinker with a passion for customer service and team leadership, we invite you to apply for this exciting opportunity. Join us and make a significant impact by guiding our Team Leaders to success and enhancing our customer service operations.

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 Dragarbrunnsgatan in Uppsala, a stone's throw from public transport and lunch restaurants.
  • Breakfast in the office every morning.
  • 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.
  • Private healthcare insurance

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


#J-18808-Ljbffr

  • Customer Service Manager

    1 week ago

    Uppsala, Uppsala, Sweden Etraveli Group Full time

    Are you a leader with a passion for customer service and team development? We are looking for a dedicated First Line Manager to guide our Team Leaders and drive operational excellence within our customer service teams.About usEtraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are...

  • Customer Service Manager

    1 week ago

    Uppsala, Uppsala, Sweden Etraveli AB Full time

    Are you a leader with a strong focus on customer service and developing your team? We are searching for a committed First Line Manager to mentor our Team Leaders and promote operational excellence within our customer service teams. About us Etraveli Group is a global flight platform, specializing in air technology with a worldwide presence We aim to...

  • Customer Service Manager

    1 week ago

    Uppsala, Uppsala, Sweden Etraveli AB Full time

    Are you a natural leader with a strong passion for providing exceptional customer service and fostering team growth?We are seeking a committed First Line Manager to mentor our Team Leaders and enhance operational performance within our customer service departments.About Our CompanyEtraveli Group stands at the forefront as a global leader in technology...

  • Senior Manager, Customer Engagement Technologies

    1 week ago

    Uppsala, Uppsala, Sweden Galderma Full time

    Description The Senior Manager, Customer Engagement Technology will lead the discovery, implementation, adoption, and continuous improvement of our Customer and MarTech (SalesForce) Platforms and other customer engagement technology and digital applications and services that enable best of breed Digital Initiatives and Marketing Automation for our...

  • Head of Customer Service

    1 week ago

    Uppsala, Uppsala, Sweden Aimo Park Sweden AB Full time

    Vill du vara med på vår resa? Som den ledande mobilitetspartnern i Norden arbetar vi kontinuerligt med att utveckla nya mobilitetslösningar som underlättar din vardag. Genom att kombinera erfarenhet av parkeringstjänster med vår banbrytande kunskap om bildelning – utvecklar vi omfattande laddningsverk för elbilar, effektiva mobilitetshubbar, nya...

  • Head of Customer Service

    1 week ago

    Uppsala, Uppsala, Sweden Aimo Park Sweden AB Full time

    Vill du vara med på vår resa? Som den ledande mobilitetspartnern i Norden arbetar vi kontinuerligt med att utveckla nya mobilitetslösningar som underlättar din vardag. Genom att kombinera erfarenhet av parkeringstjänster med vår banbrytande kunskap om bildelning - utvecklar vi omfattande laddningsverk för elbilar, effektiva mobilitetshubbar, nya...

  • Customer Service Specialist

    1 week ago

    Uppsala, Uppsala, Sweden Optinova Nordic AbSeola Ab Full time

    Customer Service SpecialistÄr du en energisk och kundorienterad person? Vill du vara en del av ett växande företag i Europa (EMEA) och bidra till att leverera världsledande lösningar? Då kan du vara den vi söker Som kundservicespecialist hos oss kommer du att spela en nyckelroll i att säkerställa hög kundnöjdhet. Du kommer att samarbeta med våra...

  • Customer Support Specialist

    1 week ago

    Uppsala, Uppsala, Sweden SPX FLOW Full time

    Customer Support Specialist Location: Ekerö, Sweden About the Role We are currently searching for a Customer Support Specialist to join our team in Ekerö and support with order handling for our Tigerholm brand. We are looking for a person who is organized, structured, and has great communication skills. If you value customer relationships and...

  • Filialchef Service

    1 week ago

    Uppsala, Uppsala, Sweden Cowboys Unica All Jobs Full time

    Join Our Team as a Filialchef at Bravida Service Nord in Uppsala At Bravida Service Nord in Uppsala, we are embarking on a transformation journey that has just begun. Working with your team of nearly 50 employees, you will have the opportunity to develop a multidisciplinary group consisting of experienced professionals, assemblers, and technicians with...

  • Custom Parts Specialist

    4 weeks ago

    Uppsala, Uppsala, Sweden Danaher Full time

    Be part of something altogether life-changingWorking at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At Cytiva you will be able to...

  • Custom Parts Specialist

    2 months ago

    Uppsala, Uppsala, Sweden Danaher Full time

    Be part of something altogether life-changingWorking at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At Cytiva you will be able to...

  • Head of Customer Service Operations · Uppsala

    1 week ago

    Uppsala, Uppsala, Sweden Aimopark Full time

    Vill du vara med på vår resa? Som den ledande mobilitetspartnern i Norden arbetar vi kontinuerligt med att utveckla nya mobilitetslösningar som underlättar din vardag. Genom att kombinera erfarenhet av parkeringstjänster med vår banbrytande kunskap om bildelning – utvecklar vi omfattande laddningsverk för elbilar, effektiva mobilitetshubbar, nya...

  • Service Manager

    1 week ago

    Uppsala, Uppsala, Sweden Cgrain Full time

    Vill du vara en viktig del av vår framtida utveckling och ambition att förändra en bransch? Vill du ha en nyckelroll och driva utvecklingen av serviceaffären på ett litet bolag med global närvaro? Trivs du med varierade arbetsuppgifter i en roll som innebär både operativt och strategiskt arbete? Då är rollen som Service Manager något för dig...

  • Projektchef - , Uppsala

    1 week ago

    Uppsala, Uppsala, Sweden Metrolit Service AB Full time

    Work with Impact as a Project Manager at Metrolit Service AB in UppsalaAre you a dynamic and driven individual looking for an exciting new challenge? Metrolit, a successful construction company with over 38 years of experience in renovations and construction, is expanding its operations in Uppsala.About the Company: Metrolit is dedicated to simplifying...

  • R1264730 Technical Writer Service Engineering

    1 week ago

    Uppsala, Uppsala, Sweden Danaher Corporation Full time

    Be part of something altogether life-changing Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At Cytiva you will be able to...

  • R1264730 Technical Writer Service Engineering

    2 weeks ago

    Uppsala, Uppsala, Sweden Danaher Corporation Full time

    Be part of something altogether life-changing Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.At Cytiva you will be able to...

  • Service söker Arbetsledare till Uppsala

    1 week ago

    Uppsala, Uppsala, Sweden Metrolit Full time

    Metrolit - Building a Better FutureMetrolit is a successful construction company with nearly 40 years of experience in renovating, rebuilding, and expanding. Putting customers at the center, we simplify the complex through a responsible organization driven by business, community, and a desire for continuous growth. Metrolit values high commitment and...

  • Key Account Manager

    1 week ago

    Uppsala, Uppsala, Sweden Intenso Teknikrekrytering Full time

    Key Account Manager – Mobility Aftermarket to Gothenburg At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference We are now looking to...

  • Service söker Platschef till Uppsala

    1 week ago

    Uppsala, Uppsala, Sweden Metrolit Full time

    Metrolit: A Leading Opportunity in UppsalaMetrolit, a successful construction company with nearly 40 years of experience in renovation and construction, is expanding its operations in Uppsala. Focused on customer satisfaction, they simplify complexity through a responsible organization driven by business, community, and a commitment to continuous...

  • Customer Service Specialist

    1 week ago

    Uppsala, Uppsala, Sweden Nova Cofoundery Full time

    Är du en energisk och kundorienterad person? Vill du vara en del av ett växande företag i Europa (EMEA) och bidra till att leverera världsledande lösningar? Då kan du vara den vi sökerSom kundservicespecialist hos oss kommer du att spela en nyckelroll i att säkerställa hög kundnöjdhet. Du kommer att samarbeta med våra fabriker och kunder för att...