Traveler Service Associate, Escalations

2 weeks ago

Gurugram Haryana, India Expedia Group Full time

Role Summary

Assist in the resolution of customer* questions and inquires in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.

Experience

6-12 months Customer Service experience

Education

Associate's degree or equivalent

Functional and Technical Skills

Knowledge of customer* case management software and tools. Advanced computer knowledge, including all core Microsoft Office programs.

Role Expectations
- Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimise customer* effort.
- Researches and analyzes data from various sources and tools to resolve customer* issues.
- Initiates contact with customers* where appropriate to solve the issue completely and to add value.
- Assists customers* in using provided technology as appropriate to help customer* with future interactions.
- Follows up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution.
- Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties.
- Summarizes issues of advanced complexity and frames recommended solutions.
- Identifies when an issue might impact other or future customers* and escalates to supporting teams to drive resolution.
- Demonstrates attention during discussions by taking notes and asking clarifying questions.
- Restates and reflects back information to check for understanding.
- Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience.
- Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues.
- Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause.
- Asks for clarification and validates understanding of messages by providing appropriate responses.
- Handles and de-escalates issues that are escalated by customers*.
- Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations.
- Demonstrates ability to manage several tasks and meet deliverables with mínimal error.
- Determines the relative impact and urgency of individual tasks.
- Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.
- Highly effective in managing multiple software programs while conversing with different parties.
- Categorizes cases appropriately, allowing further analysis of incidents.
- Learns and suggests improvements to processes and procedures to help reduce customer* effort and improve operating costs.
- Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs.
- Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
- Provides adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employees.
- Updates customer* contact information and maintains a history of contact activity.
- Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks.
- Completes work within established timeframes.
- Anticipates customers’* needs and provides quality service that exceeds customers’* expectations by asking probing questions to identify the root cause.
- Has strong problem-solving abilities and ensures the highest level of service is achieved.
- Provides customers* with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's* experience.
- Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility.
- Begins developing relationships with customer* directly.
- Provides customers* with basic, standard information regarding products/offerings.
- Recommends value add products, services, and insights that will meet the customers'* needs and influence marketplace behavior.
- Promote adoption of self-service customer* tools.
- Acquires a basic understanding of how the department operates and fits into the larger organization.
- Assists in the development, testing, and communication of operational policies and procedures.

**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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