Traveler Service Associate, Escalations

We are expanding our Escalations Teams to foster a culture of excellence. If you're passionate about delivering an exceptional customer experience and thrive in a dynamic and evolving environment, we want you to join us!
We are currently hiring for the Real Time Escalations - Tier 3 Team, previously known as Global Escalations, Online.

What you'll do:

• Lead the resolution of high-profile service issues and priority escalations from customers on Real Time via Phone or Chat

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

• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

• Assist customers in using provided technology as appropriate to help customer with future interaction

• Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate, while keeping ownership of the issue

• Contact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management, etc.)

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

• Research and analyze data from various sources related to customer and supplier issues

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

• Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention

• Initiate contact with customers where appropriate to solve the issue completely and to add value

Who you are:

• 2+ years of experience in a similar role

• Experience on GDS tools like Amadeus, Sabre, worldspan, etc

• Excellent written and spoken English communication skills to assess customer needs and adjust communication style accordingly. Ability to explain complicated situations in simple terms

• Contact center expertise and customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers. Escalation expertise is a plus

• Thorough knowledge of hotel/travel industry procedures, policies, and applications

• Critical thinking and decision making are essential for the role. Skilled in fair and impartial discernment

• Should be flexible with shifts and able to work in a 24*7 environment (rotational shift and willing to work on weekends)

• Interest and/or experience in metrics, reporting, and data analysis a strong plus

• Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation, to ensure the highest level of service is achieved

• Ability to work in a fast-paced setting, quickly learn processes and tools. Able to handle a high stress environment

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

• Strong technical skills and computer knowledge, including proficiency in Microsoft Office programs

• Tools supporting the operation and case handling, with extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality) are a must

• Must have flexibility to work on emails, calls and chats as and when demanded by the business