Traveler Service Associate, Escalations

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, Escalations (Gurgaon)

Dilemma and Prevent associates handle Expedia’s most complex internal and supplier-driven issues. This role involves project coordination, stakeholder management, issue resolution, and traveler/supplier outreach. You'll balance traveler needs with business goals through research, collaboration, and problem-solving, while ensuring high service standards, resolving issues within SLAs, and minimising brand and financial risks. A key focus is driving continuous improvement and preventing future recurrences.

Introduction to the Team
 

• Possess strong problem-solving abilities and ensure the highest level of service is achieved.

• Demonstrate the ability to manage multiple tasks and meet deliverables with minimal errors.

• Determine the relative impact and urgency of individual tasks and teamwork.

• Exercise judgment in selecting methods and techniques for obtaining results.

• Research, analyze, and resolve cases using appropriate tools and resources to assess situations and craft suitable resolutions, while maintaining ownership of the issue.

• Contact customers, travel partners, and internal teams via phone, email and Jira intake.

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

• Research and analyze data from various sources, such as logs, websites, Voyager, EPC, Console, and data lakes, related to customer and supplier issues.

• Identify problems, conduct root cause analysis, and propose forward-looking solutions.

• Provide training for new hires.

• Offer feedback and coaching to agents through regular evaluations.

• Be aware of policies and processes for emergency situations impacting staff and the site, and ensure teams understand their obligations and procedures regarding these situations.

• Anticipate stakeholders' needs and deliver quality service that exceeds their expectations. Think ahead to possible questions to reduce contact propensity.

Experience and Qualifications: 

• Traveler-focused and business-oriented, with the ability to work effectively with both internal and external customers.

• Capable of performing work activities that involve teaming, guiding, and influencing colleagues.

• Possess strong analytical skills and creative problem-solving abilities, including situational analysis and risk mitigation.

• Able to handle a high-stress environment without disrupting operations, employees, or customers.

• Highly effective in managing multiple software programs while communicating with different parties.

• Demonstrates good judgment and common sense, with skills in fair and impartial discernment.

• Strong written and verbal communication skills.

• Must be able to maintain confidentiality.

• Articulate in both verbal and written communication, demonstrating professionalism and empathy, and capable of adjusting style and format based on the audience.

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

• Flexible with the ability to work any shift, 24x7.

• Proficient in Microsoft Office (Word, Excel, PowerPoint), Salesforce, Jira, Amadeus, and Expedia Group websites.

• In-depth knowledge of EG’s loyalty programs.

• Basic understanding of other EG brands such as Vrbo, and PLS.

• Able to adapt well to change.

• Strong attention to detail and data accuracy.

• Creative problem-solving skills.

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.

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™. © 2024 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 with 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 careers.expediagroup.com/jobs.