Traveler Service Associate, Premium

Overview

Assist customers with booking, configuring, and using Expedia Group travel-related services, resolving their questions and issues efficiently across voice, chat, email, and case-management channels.

What you'll do

• Resolve customer issues by researching and analyzing information from multiple sources and tools.
• Follow channel-specific processes, including callbacks, holds, interruptions, and unintentional disconnects.
• Communicate clearly and empathetically, set expectations, and explain next steps and outcomes.
• Listen actively, ask probing questions, clarify information, and identify root causes.
• Handle and de-escalate escalated customer concerns.
• Follow up with customers until issues are resolved or appropriately handed off.
• Communicate with customers, partners, and internal teams to negotiate and drive resolution.
• Document case interactions accurately, categorize cases, and maintain customer contact information.
• Identify issues that may affect other customers and escalate them to supporting teams.
• Manage multiple tasks, systems, and priorities while meeting established deadlines.
• Recommend solutions that prevent recurring issues and reduce customer effort and operating costs.
• Help customers use self-service tools and provided technology for future interactions.
• Identify opportunities to improve customers' platform experiences and share relevant product features and updates.
• Build knowledge of products, technologies, and offerings within the area of responsibility.
• Provide standard product and service information and recommend relevant value-added solutions.
• Support the development, testing, and communication of operational policies and procedures.
• Keep team members and leaders informed of progress, priorities, and potential risks.

What you'll need

• 6–12 months of customer service experience.
• Required experience in the travel domain, including familiarity with travel-related products, services, or customer journeys.
• An associate degree or equivalent experience.
• Knowledge of customer case-management software and tools.
• Advanced computer skills, including proficiency with Microsoft Office programs.
• Strong verbal and written communication skills; communicate clearly, professionally, and empathetically.
• Ability to adapt communication style across different audiences and channels.
• Empathy, patience, and strong active-listening skills.
• Confidence asking thoughtful follow-up questions and validating understanding.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities and software programs with minimal errors.
• Ability to assess urgency, make trade-offs, and work effectively under pressure.
• Sound judgment when selecting approaches to resolve issues.
• Proactive in identifying customer needs and opportunities to improve service.
• Comfortable learning new products, technologies, processes, and procedures.
• Committed to delivering service that meets or exceeds customer expectations.

Details

• Location: Gurgaon (Downtown), India.