Traveler Service Associate, Premium

About the Role

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Assist customers with booking, configuring, and using Expedia Group travel-related services.
• Resolve customer questions and issues efficiently and effectively while delivering a high-quality experience across voice, chat, email, and case-management channels.
• Knowledge of customer case-management software and tools.
• Advanced computer skills, including proficiency with Microsoft Office programs.

Qualifications

• 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.
• Strong verbal and written communication skills and communicate clearly, professionally, and empathetically.
• Ability to adapt communication style across different audiences and channels.
• Demonstrated empathy, patience, and strong active-listening skills.
• Confident 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.
• Demonstrated 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.