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Traveler Service Associate

1 month ago

gurugram, India Expedia Group Full time

What you will do/role & responsibility:
  • 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 (candidate) are:
  • Traveler-focused 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 problem-solving ability to perform situational analysis and risk mitigation
  • Capable of managing face pace situations
  • 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, & Worldspan (GDS), and websites a plus

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