Expedia Careers for New Grad – Customer Rep

Website Expedia

Job Description:

The Customer Resolutions Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service. Our front-line teams provide exceptional service and experience to all our Customers. On the rare occasion they are not able to fully resolve all issues, the Resolution team will take ownership of the Customer case, working with Hosts and Guests, within our VR Policies & Processes, to find a workable resolution to Customer issues.

Job Responsibilities:

  • Retain customer loyalty through problem solving, fully accountable for customer resolution in timely manner
  • Provide coaching feedback to front-line teams on case learnings, to reduce future case escalation
  • Understand our Groups Policies, Processes and operational-norms as part of resolution discovery
  • Markets: Supporting our Customers, Hosts or Guests
  • Outbound Phone and Email handling of queries raised via Social Media, Internal or Executive escalations, Legal team and external stakeholders
  • Identify any Policy, Process or Help-Support article gaps, raising internal tickets for appropriate team to investigate as part of continuous improvement and contact-propensity reduction
  • Perform root cause analysis to understand why issues not fully resolved on first contact
  • Prompt acknowledgment to all parties of case ownership and resolution owner

Job Requirements:

  • Relationship building: Ability to build effective relationships with internal stakeholders (Essential)
  • Analytical: Attention to detail and ability to interpret information, making sound recommendations
  • Embrace change: Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)
  • Communication: Exceptional business verbal, written, questioning and listening skills in French, Dutch and English language (essential).
  • Openness: Growth mindset, open to new ideas, embrace feedback
  • Professionalism and teamwork: People-oriented and good interpersonal skills to build effective relationships. Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values.
  • Task orientation: Able to plan well and prioritize work. Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)
  • Problem solver:  Ability to quickly understand the problem and develop creative and workable solutions
  • IT: High standard of computer literacy is essential, experience with CRM systems (considered a plus)
  • Motivation: Highly motivated, passionate, with ability to build strong rapport with our Customers

Qualification & Experience:

  • Experience: Background in Customer Support and case resolution

Job Details:

Company: Expedia

Vacancy Type: Full Time

Job Location: Prague, Prague, Czechia

Application Deadline: N/A

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