Develop, test, and communicate operational policies
Research, analyze, and resolve customer cases
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group, focusing on customer-centric innovation to build loyalty and repeat business
Job Summary
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group, focusing on customer-centric innovation to build loyalty and repeat business.
In this role, you will lead the resolution of high-profile service issues and priority escalations, assist in policy development, and research/analyze customer cases using appropriate tools.
Expedia Group offers a full benefits package including travel perks, generous time-off, parental leave, a flexible work model, and career development resources.
Matching Summary
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group, focusing on customer-centric innovation to build loyalty and repeat business.
Skills & Requirements
Must-have
Lead resolution of high-profile service issues
Develop, test, and communicate operational policies
Research, analyze, and resolve customer cases
Contact customers via multi-channel environment
Handle queues to meet response time goals
Identify problems and conduct root cause analysis
Provide executive reporting on issue outcomes
Nice-to-have
Customer-centric innovation
Thrive in a dynamic environment
Passion for delivering exceptional customer experience
Interest in metrics and data analysis
Key Requirements
3+ Years of experience in a Customer Experience environment
Excellent written and spoken English communication skills
Contact center expertise and customer-centric attributes
Thorough knowledge of hotel/travel industry procedures
Critical thinking and decision making are essential
Flexibility with shifts and able to work in a 24*7 environment
Strong analytical skills and creative problem-solving ability
Ability to work in a fast-paced setting
Strong technical skills and computer knowledge
Proficiency with Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge)