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Travel Service Associate, Premium
About the position
The Traveler Service Associate is responsible for handling interactions with customers that route through multiple channels and providing a best-in-class customer experience to our travelers. The ideal candidate is a self-starter with a passion for helping travelers solve complex issues in what can be highly stressful situations. This role is within the Traveler and Partner Service Platform organizations, which services customer requests from across the many brands of Expedia Group.
Responsibilities
- Lead the resolution of issues on all traveler related issues
- Research, analyze and resolve traveler issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue
- Provide our travelers with best-in-class service that drives loyalty to all of Expedia Groups’ multiple brands
- Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close traveler and supplier issues
- Identify service problems and conduct root cause analysis whilst signposting possible solutions
- Establish and maintain positive working relationships with management, corporate, network, co-workers, and partners
- Flexible approach to ensure established service levels are achieved at all times
- Must maintain up-to-date Traveler Support Agent skillset
- Must maintain confidentiality
- Other duties and projects as assigned
Requirements
- Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers
- Advanced analysis skills to include skill in situational analysis and risk mitigation
- Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers
- Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly
- Strong technical skills and computer knowledge, including all Microsoft Office programs
- Able to adapt well to change
- High School Diploma or Equivalent related professional experience
- Schedule flexibility
- 2 years + experience in a contact center
Benefits
- medical/dental/vision
- paid time off
- Employee Assistance Program
- wellness & travel reimbursement
- travel discounts
- International Airlines Travel Agent ( IATAN ) membership