Traveler Service Associate

1 week ago


Gurgaon, Haryana, India Expedia Group Full time

Traveler Service Associate
A Traveler Service Associate will handle Expedia's toughest and most visible service issues. We work every day to ensure our travelers critical concerns are resolved in an efficient and timely manner.

The Traveler Service Associates primary responsibility is to handle escalations from sensitive sources such as Executives, Legal, Consumer Organizations, etc.

Once an escalation is received, extensive research is done while collaborating with internal teams to reach the best resolution for the traveler.

We flag any opportunities to improve processes, system issues, and overall traveler experience. Our mission is to simplify, inspire, empower, and succeed in providing an effortless traveler experience.

In this role, you will balance both the needs of the traveler and the business through detailed research, problem-solving, and collaboration.


What you will do:

  • Take charge of escalations received from various channels
  • Represent Expedia Group professionally and positively
  • Identify problems, and conduct root cause analysis
  • Resolve escalations by using appropriate tools and resources
  • Take ownership of escalation and follow up until closure
  • Provide timely updates to the travelers on their issues while working with internal teams as well as partners to resolve them
  • Add value to every case by offering alternative resolution when possible
- think outside the box

  • Highlight opportunities for improvement to ensure Expedia Group's products and services are at optimal performance so each traveler has a positive experience.
  • Maintain a high level of commitment to fulfilling key responsibility areas
  • Other duties and projects as assigned

Who you are:

  • Travelerfocused and able to work expertly with both travelers and partners
  • Maintain a pleasant working environment for your team
  • Strong escalation management skills. Ability to assess the traveler and adjust communication style accordingly
  • Strong communication skills both in written and spoken
  • Ability to work with a sense of urgency
  • Ability to identify sensitive scenarios and work with internal teams on adequate responses
  • Strong analytical skills and creative problemsolving ability to perform situational analysis and risk mitigation
  • Capable of managing fafastpacedituations
  • Skilled in fair and impartial discernment
  • Organized and thrives in a complex work environment, balancing multiple tasks and priorities
  • You understand regular attendance is crucial to maintaining standards and how it positively impacts the overall success of operations
  • Can work any shift, 24x7. Willing to work on weekends and public holidays.
  • Strong technical skills and computer knowledge, including all Microsoft Office programs, experience with case management software, Expedia Group agent technology, Amadeus, Sabre (GDS) and websites a plus

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.



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