As a Travel Service Associate, Premium, you will provide high-touch, personalized travel services to premium clients, ensuring an exceptional customer experience from start to finish. This role involves assisting with complex travel itineraries, managing last-minute changes, and offering tailored recommendations to meet individual client needs.
You’ll be responsible for building strong relationships with customers, handling bookings, and leveraging your expertise in travel services to provide solutions that exceed expectations. With a focus on premium clients, attention to detail, superior communication skills, and a commitment to delivering luxury-level service are paramount.
This position is ideal for professionals with a passion for travel, a knack for problem-solving, and the ability to provide outstanding service under pressure.
Job description
About the position
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. 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
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• 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
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• Provide our travelers with best-in-class service that drives loyalty to all of Expedia Groups' multiple brands
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• Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close traveler and supplier issues
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• Identify service problems and conduct root cause analysis whilst signposting possible solutions
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• Establish and maintain positive working relationships with management, corporate, network, co-workers, and partners
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• Flexible approach to ensure established service levels are achieved at all times
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• Must maintain up-to-date Traveler Support Agent skillset
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• Must maintain confidentiality
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• 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
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• Advanced analysis skills to include skill in situational analysis and risk mitigation
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• Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers
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• Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly
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• Strong technical skills and computer knowledge, including all Microsoft Office programs
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• Able to adapt well to change
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• High School Diploma or Equivalent related professional experience
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• Schedule flexibility
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• 2 years + experience in a contact center
Nice-to-haves
Benefits
• Exciting travel perks
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• Generous time-off
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• Parental leave
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• Global hybrid work setup
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• Career development resources
