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Traveler Service Associate, Escalations

India - Haryana - Gurgaon

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

Traveler Service Escalations Team is responsible for handling all of Expedia’s high priority services routed via Omnichannel. We enable each of our customer transactions to flow seamlessly from the click of a button on one of our brand sites through to our general ledger system and into the P&L. By bringing together product, technology and operations, we accelerate innovation, enable test and learn, and constantly push ourselves to evolve and innovate for the business.

What you'll do:

• Lead the resolution of high-profile service issues and priority escalations from identified sources

• Research, analyse and resolve customer issues accurately and quickly by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue.

• Research and analyse data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close customer and supplier issues

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

• Identify service problems and conduct root cause analysis whilst signposting possible solutions

• Establish and maintain positive working relationships with agents, peers, management, corporate, network, co-workers, and partners.

• Flexible approach to ensure established service levels are achieved at all times

• Must maintain up-to-date Customer Support Agent skillset

• Must have proficiency in payment processing and reconciliation systems and tools

• Must maintain confidentiality

• Team player

• Other duties and projects as assigned

Who you are - You'll fit if you have:

• Customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers.

• Ability to perform work activities requiring negotiating, instructing, persuading or speaking with others.

• Advanced analysis skills to include skills in situational analysis and risk mitigation. Demonstrate strong research skills in all lines of business.

• Ability to work in a high-stress environment; managing stress professionally and without disruption to the operation, employees, or customers.

• Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment.

• Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly.

• Excellent interpersonal skills with the ability to positively influence others.

• Strong organizational skills with the ability to effectively manage competing priorities.

• Strong technical skills and computer knowledge, including all Microsoft Office programs, with a preference for extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality)

• Thorough and complete knowledge of travel industry procedures, policies and applications in APAC, EMEA, and the US

• Ability to identify business inconsistencies and/or red flags

• Ability to effectively multi-task and follow through promptly

• Ability to adapt well to change

• Strong attention to detail

• Creative problem-solving skills

• Educated to Advance Level or Senior School equivalent at least.

• Knowledge of case management software and tools

• Excellent written and spoken English language skills

• Ability to understand and empathise with customer issues, and provide accurate answers in response

• Positive & proactive attitude, and excellent attention to detail

• Should be flexible with shifts and able to work in a 24*7 environment

• GDS experience required

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.

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.

R-71803

Job Category
Operations & Services Group

Job Function
Customer Service

Location
India - Haryana - Gurgaon

Job Type
Full-Time Regular

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If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.

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