Expedia
Position Overview:
Social Media Customer Service Agents (Tier 3) are responsible for handling all Expedia’s service issues that route via SM channels and predominantly to ensure that priority Customer escalations are resolved in an efficient and timely manner.
Agents will provide knowledge and expertise to effectively resolve any service-related issues, while balancing both the needs of the traveler and the business and supporting Expedia’s retention initiatives through three main focus areas: comprehensive research, exceptional service and robust tracking
Agents must act within Expedia Inc. brand and communication protocols at all times.
Responsibilities:
* Lead the resolution service issues and priority escalations from identified Social Media sources
* Research, analyse and resolve Customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue
* Research and analyse data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close Customer and Supplier issues
* Assist in the development, testing, and communication of operational policies and procedures
* Identify service problems and conduct root cause analysis whilst signposting possible solutions
* Establish and maintain positive working relationships with agents, peers, management, corporate, network, co-workers, and partners. Work in partnership with the Expedia social media and PR teams, for escalations and to ensure communication consistency
* Flexible approach to ensure established service levels are achieved at all times
* Must maintain up-to-date Customer Support Agent skill set
* Must have proficiency of payment processing and reconciliation systems and tools
* Must maintain confidentiality
* Team player within APAC-EMEA Tier 3 team
* Other duties and projects as assigned
Experience and Qualification:
Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external Customers.
* Ability to perform work activities requiring negotiating, instructing, persuading or speaking with others.
* Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrate strong research skills in all lines of business.
* Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or Customers.
* Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment.
* Strong verbal and written communication skills to assess Customer needs and adjust communication style accordingly.
* Excellent interpersonal skills with ability to positively influence others.
* Strong organisational skills with ability to effectively manage competing priorities.
* Strong technical skills and computer knowledge, including all Microsoft Office programs, with preference for extensive knowledge of Expedia Inc. Tools, Amadeus & Worldspan (GDS knowledge Proficiency with Website and Functionality)
* Thorough and complete knowledge of travel industry procedures, policies and applications.
* Ability to identify business inconsistencies and/or red flags
* Ability to effectively multi-task and follow-through in a timely manner
* Ability to adapt well to change
* Strong attention to detail
* Creative problem-solving skills
* Educated to Advance Level or Senior School equivalent at least Personal experience of key social media platforms – Facebook, Twitter, G+ - and good knowledge of how the platforms work (shares, likes, RTs, DMs etc.)
* Optional: experience of managing social media on behalf of a corporate client
* Knowledge of case management software and tools
* Excellent written and spoken English, and a demonstrable interest in English language (ie film, books etc.)
* Optional: knowledge of a social media management tool – for example Hootsuite
* Ability to understand and empathise customer issues, and provide accurate answers in response
* Positive & proactive attitude, and excellent attention to detail
Relocation (Y/N): N
Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
* Posted Today
* Full time
* R-14742