Tier III Customer Service Representative
Tier III Customer Service Representatives handle Expedia’s toughest and most visible service issues. These agents work every day to ensure our travelers’ critical concerns are resolved in an efficient and timely manner. These cases may be raised from the contact center, the corporate office, or from Regional Consumer Organizations. In this role you will balance both the needs of the traveler and the business through detailed research, problem solving, and coordination with internal teams. Motivated by continuous improvement and a commitment to take our customer experience to the next level, you will also propose solutions for preventing similar issues for future customers!
What you will do/role & responsibility:
Take charge on inquiries from Expedia’s Headquarter Offices addressed to Senior Executives, Board of Directors, Legal Department, and Public Relations, as well as issues filed with Consumer Organizations. Represent Expedia in a professional and positive manner.
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 phone and email.
Handle queues for areas of responsibility to ensure response time goals are met.
Research and analyze data from various sources (Airline Computer Reservation System (CRS) Logs, Website, Voyager, EPC, NICE Tool, Glassbox System, etc.) 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.
Who you (candidate) are:
Traveler-focused and able to work expertly with both internal and external customers.
Ability to perform work activities requiring teaming, guiding, and influencing colleagues.
Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation.
Able to handle a high stress environment; handling stress without disruption to the operation, employees, or customers.
Shows good judgment and common sense. Skilled in fair and impartial discernment.
Strong verbal and written communication skills, including looking after frustrated and upset customers in a calm, cool, and composed manner. Ability to assess the customer and adjust communication style accordingly. Ability to explain complicated situations in simple terms.
Organized and thrives in a complex work environment, balancing multiple tasks and priorities
Excellent written and spoken English, and a shown interest in English language (i.e. film, books etc.)
Have the ability to work any shift, 24x7
Strong technical skills and computer knowledge, including all Microsoft Office programs, experience with case management software, and Expedia Group agent technology, Amadeus, Sabre, & Worldspan (GDS), and websites a plus
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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo
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.