TPSP Associate - Gurugram, India - Expedia Group

Description

TPSP Associate

We are expanding our Escalations Teams to foster a culture of excellence. If you're passionate about delivering an exceptional customer experience and thrive in a dynamic and evolving environment, we want you to join us

We are currently hiring for several teams in our Gurgaon office to support our traveler and partner needs across vacation rental and hotel partner operations.

What you'll do:

• Lead the resolution of high-profile service issues and priority escalations from identified sources
• Assist in the development, testing, and communication of operational policies and procedures
• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution
• Assist customers in using provided technology as appropriate to help customer with future interaction
• Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate, while keeping ownership of the issue
• 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 as well as proposals for future prevention
• Initiate contact with customers where appropriate to solve the issue completely and to add value

Who you are:

• 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 attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers. Escalation expertise is a plus
• Thorough knowledge of hotel/travel industry procedures, policies, and applications
• Critical thinking and decision making are essential for the role. Skilled in fair and impartial discernment
• Should be flexible with shifts and able to work in a 24*7 environment (rotational shift and willing to work on weekends)
• Interest and/or experience in metrics, reporting, and data analysis a strong plus
• Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation, to ensure the highest level of service is achieved
• Ability to work in a fast-paced setting, quickly learn processes and tools. Able to handle a high stress environment
• Organized and thrives in a complex work environment, balancing multiple tasks and priorities
• Strong technical skills and computer knowledge, including proficiency in Microsoft Office programs
• Tools supporting the operation and case handling, with a preference for extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality) are a plus