Traveler Service Associate, Premium

Responsibilities

• 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

Requirements

• 2 years + experience in a contact centre
• 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 Traveler's Problems, action oriented, and takes control of the traveler interactions
• Demonstrates a desire to Help: Listening intently to understand and fix traveler's issue and following through until traveler's 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
• Solid understanding of GDS systems (Sabre/Amadeus) is a good to have
• A high-level understanding of call centre technologies
• Travel knowledge: experience in the travel industry is a good to have
• Accommodation requests
• If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .
• 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.

Benefits

Additional Information

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 flexible work model (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 We're looking for a talented customer advocate to join an elite team that will work with our top customers to resolve complex issues - so they can have the best travel experience imaginable! You'll communicate with our customers in whatever format they prefer, could be a phone call or a chat conversation, or maybe even an email. The ideal candidate will be cool under pressure and comfortable working in situations that at times can be highly stressful. If you excel at figuring out complex problems and enjoy finding resolutions to tough situations, this job could be for you! Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

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