Coordinator - First line role (IJP)

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 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 2500 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), Canada, Greece, India, Poland and Uruguay.

About the Role

The coordinator is responsible for analyzing customer feedback data, identifying trends and patterns, and providing actionable insights to improve customer satisfaction and the overall customer experience. This role involves data collection, analysis, reporting, and collaboration with cross-functional teams to implement improvements.

Key Responsibilities:

• Collect and analyze CSAT data from various sources (surveys, feedback forms, etc.).
• Identify trends, patterns, and key drivers of customer satisfaction and dissatisfaction.
• Analyze customer verbatim (open-ended feedback) to understand customer sentiment and pain points.
• Categorize data based on controllable/non-controllable factors, agent performance, tenure, program, etc.
• Develop and maintain reports and dashboards to track CSAT performance and identify areas for improvement.
• Provide feedback and coaching to customer service agents based on CSAT data.
• Identify opportunities for process improvement to enhance customer satisfaction and streamline operations.
• Participate in the development and implementation of customer satisfaction initiatives.
• Drive CSAT scores and implement actions on the floor to improve CSAT
• Good in BQ (Bottom Quartile) management

• Minimum 18 months in the current role in Etraveli Group.
• No warnings & Development plan in the past 6 months
• Ability to motivate a team
• Attention to detail
• Strong Customer Service skills
• Excellent communication and interpersonal skills
• Expert in MS Project, Excel, Word, and PowerPoint
• Flexible with the shift timing
• Only Firstline agents can apply for the Coordinator - Firstline role

• Inclusive and dynamic work environment in Mumbai/Pune
• Private health insurance
• Opportunities for continuous learning and skill development
• Visible impact on business outcomes