Assist in the resolution of customer questions and inquiries about booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.
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Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer effort
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Researches and analyzes data from various sources and tools to resolve customer issues
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Initiates contact with customers where appropriate to solve the issue completely and to add value
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Assists customers in using provided technology as appropriate to help customer* with future interactions
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Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution
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Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties
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Summarizes issues of advanced complexity and frames recommended solutions
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Identifies when an issue might impact other or future customers and escalates to supporting teams to drive resolution
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Demonstrates attention during discussions by taking notes and asking clarifying questions
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Restates and reflects back information to check for understanding
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Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience
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Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.)
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Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues
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Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause
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Asks for clarification and validates understanding of messages by providing appropriate responses
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Handles and de-escalates issues that are escalated by customers
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Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations
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Demonstrates ability to manage several tasks and meet deliverables with minimal error
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Determines the relative impact and urgency of individual tasks
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Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines
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Highly effective in managing multiple software programs while conversing with different parties
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Categorizes cases appropriately, allowing further analysis of incidents
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Learns and suggests improvements to processes and procedures to help reduce customer effort and improve operating costs
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Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs
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Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
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Provides adequate documentation on case records to notate interaction and support handling by other agents, customers, or customer service employees
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Updates customer contact information and maintains a history of contact activity
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Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks
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Completes work within established timeframes
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Anticipates customers’ needs and provides quality service that exceeds customers’ expectations by asking probing questions to identify the root cause
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Has strong problem-solving abilities and ensures the highest level of service is achieved
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Provides customers with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's experience
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Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility
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Begins developing relationships with customer directly
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Provides customers with basic, standard information regarding products/offerings
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Recommends value add products, services, and insights that will meet the customers' needs and influence marketplace behavior
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Promote adoption of self-service customer tools
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Acquires a basic understanding of how the department operates and fits into the larger organization
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Assists in the development, testing, and communication of operational policies and procedures
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: 2029030-50Employment 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 careers.expediagroup.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.
