Traveler Service Associate, Escalations

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Traveler Service Associate, Escalations
We are expanding our Escalations Teams to foster a culture of excellence. If you're passionate about delivering an exceptional customer experience and thrive in a dynamic and evolving environment, we want you to join us!
We are currently hiring for the Real Time Escalations - Tier 3 Team, previously known as Global Escalations, Online.
What you'll do:

• Lead the resolution of high-profile service issues and priority escalations from customers on Real Time via Phone or Chat

• Assist in the development, testing, and communication of operational policies and procedures

• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

• Assist customers in using provided technology as appropriate to help customer with future interaction

• 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

• Contact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management, etc.)

• Handle queues for areas of responsibility to ensure response time goals are met

• Research and analyze data from various sources 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

• Initiate contact with customers where appropriate to solve the issue completely and to add value

Who you are:

• 3+ years of experience in a similar role

• Experience on GDS tools like Amadeus, Sabre, worldspan, etc

• Excellent written and spoken English communication skills to assess customer needs and adjust communication style accordingly. Ability to explain complicated situations in simple terms

• Contact center expertise and customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers. Escalation expertise is a plus

• Thorough knowledge of hotel/travel industry procedures, policies, and applications

• Critical thinking and decision making are essential for the role. Skilled in fair and impartial discernment

• Should be flexible with shifts and able to work in a 24*7 environment (rotational shift and willing to work on weekends) 

• Interest and/or experience in metrics, reporting, and data analysis a strong plus

• Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation, to ensure the highest level of service is achieved

• Ability to work in a fast-paced setting, quickly learn processes and tools. Able to handle a high stress environment

• Organized and thrives in a complex work environment, balancing multiple tasks and priorities

• Strong technical skills and computer knowledge, including proficiency in Microsoft Office programs

• Tools supporting the operation and case handling, with extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality) are a must

• Must have flexibility to work on emails, calls and chats as and when demanded by the business

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity