Traveler Service Associate, Escalations

Overview

Traveler Service Associate on the Real Time Escalations - Tier 3 Team, resolving high-profile and priority customer service escalations on Real Time via phone or chat.

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.
• Follow up with individual customers until the issue is resolved or handed off to a supporting team as appropriate.
• Assist customers in using provided technology to help with future interactions.
• Research, analyze, and resolve customer cases using appropriate tools and resources, keeping ownership of the issue.
• Contact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management).
• 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 and proposals for future prevention.
• Initiate contact with customers where appropriate to solve the issue completely and add value.

What you'll need

• 3+ years of experience in a similar role.
• Experience with GDS tools such as 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, traveler-focused attributes, with the ability to work effectively and professionally with internal and external customers.
• Thorough knowledge of hotel/travel industry procedures, policies, and applications.
• Critical thinking and decision making are essential; skilled in fair and impartial discernment.
• Flexible with shifts and able to work in a 24*7 environment (rotational shifts and willingness to work on weekends).
• Strong analytical skills and creative problem-solving ability, including situational analysis and risk mitigation.
• Ability to work in a fast-paced setting, quickly learn processes and tools, and handle a high-stress environment.
• Organized and able to thrive in a complex work environment, balancing multiple tasks and priorities.
• Strong technical skills and computer knowledge, including proficiency in Microsoft Office programs.
• Extensive knowledge of Expedia Inc. tools, Amadeus and 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.

Nice to have

• Escalation expertise.
• Interest and/or experience in metrics, reporting, and data analysis.

Details

• Location: Gurgaon - Downtown, India.
• Rotational shift, 24*7 environment, willing to work on weekends.