CX Document Management Specialist (Hybrid)

As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!

We are looking for a CX Document Management Specialist to be part of our Customer Service Team. Your main role as CX Document Management Specialist will be responsible for the creation, management, maintenance of knowledge articles and communications; supports crisis management actions and communications. If you're ready to soar, we're ready to take you there.

Why eDreams ODIGEO

Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers – 44 markets – 5 brands – 5.4M members in Prime
16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches
8 Billion ML predictions per day - Up to 1.8 billion daily AI predictions
1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average age

We're a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.

What you will do:

The Role's Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As CX Document Management Specialist in the CX team you will be in charge of:

• Measure and track usage of articles and improvement in service delivered through changes made
• Improve delivery of service to customers by ensuring right content and structure of articles
• Ensure airline policies and communications are received and uploaded to the designated system for agent reference.
• Track and manage versioning, keywords, tags, and digital assets.
• Collaborate with internal and external agents, and review contributing content.
• Leads and facilitates effective and frequent calibration sessions with delivery centers.
• Prepares and analyses internal and external quality reports for management staff review.
• Serve as the department’s point person for crisis communications and actions.
• Work with the team to help structure, manage, and maintain the knowledge
• Complete auditing cycles to maintain, edit, update, and archive stale knowledge articles and other templates.
• Collaborate in specific projects related to the launching of new initiatives, new tools’ functionalities, and process redesign, among others.
• Perform data analysis to understand the crisis impact and identify critical improvement points.
  
  

What you need to succeed:

Job Requirements

Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:

• Minimum of two years of proven experience in a documentation role within the travel industry.
• Previous experience in organizing and maintaining travel-related documents is essential
• Proficient in Global Distribution Systems (GDS), including but not limited to Amadeus, Sabre, or Travelport.
• Ability to navigate GDS platforms to retrieve and update travel information accurately.
• Demonstrated experience as a Customer Service Agent in the travel sector.
• Ability to work under tight deadlines and deliver high-quality results.
• Flexibility to adapt to changes in travel regulations and procedures.
• Excellent written and verbal communication skills.
• Proficiency Level of English. Nice to have a second language, Portuguese or Dutch.
• Ability to communicate clearly and professionally with clients and team members.
• Quick learner with the ability to stay informed about the latest updates in the travel industry.
• Proactive in identifying potential challenges and providing solutions.
• Confluence and Jira skills is a plus

What’s in it for you?

The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.

Here's what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
• Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
• Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.

Wanna take a peek into what it's like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!

If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.

Apply now!

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.

#LI-CR3
#LI-Hybrid