Traveler Service Associate Jobs in Expedia - Gurgaon

Job Description

Responsibilities:

• Lead the resolution of issues from online (voice & chat) and offline (Service Requests) sources from start to finish

• Develop and build a world-class travel agent skill set

• Develop and cultivate relationships with a broad network of co-workers, management, and partners

• Navigate sophisticated technology and robust resources to determine solutions while staying in the driver’s seat on managing customer expectations

• Provide our travelers with best-in-class service that makes our customers want to come back and book travel with one of our travel brands

• Adapt the schedule as needed so customers don’t have to wait long to connect with an agent

• Adapt to dynamic environments taking on special projects and other responsibilities to help the team succeed

Qualifications/ Skills:

• 2 years + of experience in a contact center

• Master communicator, both verbal and written, who can unearth true customer needs and adapt style based on customer sentiment

• Comfortable working with technology, including all Microsoft Office programs

• Taking Ownership: Owns Traveler's Problems, is action-oriented, and takes control of the traveler's interactions

• Demonstrates a desire to Help: Listening intently to understand and fix travelers' issues and following through until travelers' problems have been resolved

• Anticipate Traveler Needs: Use all resources to solve traveler problems and anticipate and react to traveler needs

• Inspire Confidence: Ensure the traveler knows they will be helped

• A strong Decision maker and take pride in being the expert on the job

• Have a high school diploma; or equivalent related professional experience

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

• Positive & proactive attitude, and excellent attention to detail

• Solid understanding of GDS systems (Sabre/Amadeus)

• A high-level understanding of call center technologies

• Travel knowledge: experience in the travel industry