Traveler Service Associate, Premium

4 weeks ago

Gurugram Haryana, India Expedia Partner Solutions Full time

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

**Why Join Us?**

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

**Traveler Service Associate, Premium**

**What you'll do**:

- Lead the resolution of issues from online (voice & chat) and offline (Service Requests) sources from start to finish
- Develop and build a world class travel agent skill set
- Develop and cultivate relationships with a broad network of co-workers, management, and partners
- Navigate sophisticated technology and robust resources to determine solutions while staying in the driver’s seat on managing customer expectations
- Provide our travelers with best-in-class service that makes our customers want to come back and book travel with one of our travel brands
- Adapt schedule as needed so customers don’t have to wait long to connect with an agent
- Adapt to dynamic environment taking on special projects and other responsibilities to help the team succeed

**Who you are**:

- 2 years + experience in a contact center
- Bachelors in any field; or equivalent related professional experience
- Master communicator, both verbal and written, who can unearth true customer needs and adapt style based on customer sentiment
- Comfortable working with technology, including all Microsoft Office programs
- Taking Ownership: Owns Travelers Problems, action oriented, and takes control of the traveler interactions
- Demonstrates a desire to Help: Listening intently to understand and fix travelers issue and following through until travelers problems have been resolved
- Anticipate Traveler Needs: Use all resources to solve traveler problems and anticipate and react to traveler needs
- Inspire Confidence: Ensure the traveler knows they will be helped
- A strong Decision maker and take pride in being the expert on the job
- Have a high school diploma; or equivalent related professional experience
- Must be flexible with shifts and able to work in a 24*7 environment
- Positive & proactive attitude, and excellent attention to detail
- Understanding of GDS systems (Sabre/Amadeus) is a plus
- A high-level understanding of call center technologies
- Travel knowledge: experience in the travel industry is a plus

**Accommodation requests**

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia is committed to creating an inclusive work environment with 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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