Travel Service Associate, Escalations

2 months ago

Gurugram Haryana, India Expedia Group Full time

**Travel Service Associate, Escalations**

Tier III Customer Service Representatives handle Expedia’s toughest and most visible service issues. These agents work every day to ensure our travellers' critical concerns are resolved in an efficient and timely manner. These cases may be raised from the contact centre, the corporate office, or Regional Consumer Organizations. In this role, you will balance both the needs of the traveller and the business through detailed research, problem-solving, and coordination with internal teams. Motivated by continuous improvement and a commitment to take our customer experience to the next level, you will also propose solutions for preventing similar issues for future customers

**What you'll do**:

- Take charge of important critical issues from our Customer Support representatives
- Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate while keeping ownership of the issue
- Handle queues for areas of responsibility to ensure response time goals are met
- Research and analyze data from various sources GDS, Website, Voyager, EPC, Glassbox System, etc. related to customer and supplier issues
- Identify problems, conduct root cause analysis and propose forward-looking solutions
- Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention

**Who you are**:

- Traveler-focused and able to work expertly with both internal and external customers
- Ability to perform work activities requiring teaming, guiding, and influencing colleagues
- Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation
- Able to handle a high-stress environment; handling stress without disruption to the operation, employees, or customers
- Shows good judgment and common sense. Skilled in fair and impartial discernment
- Strong verbal and written communication skills, including looking after frustrated and upset customers in a calm, cool, and composed manner
- Ability to assess the customer and adjust communication style accordingly. Ability to explain complicated situations in simple terms
- Organized and thrives in a complex work environment, balancing multiple tasks and priorities
- Excellent written and spoken English, and a shown interest in the English language (i.e. film, books, etc.)
- Have the ability to work any shift, 24x7
- Strong technical skills and computer knowledge, including all Microsoft Office programs, experience with case management software, and Expedia Group agent technology, Amadeus (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: 2029030-50

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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