Advanced Traveler Escalations Associate

Expedia, Inc.; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Expedia Group is seeking an Advanced Traveler Escalations Manager to resolve complex customer inquiries related to travel bookings and service consumption. You will collaborate with internal teams, mentor peers, and promote Expedia platforms while ensuring high customer satisfaction.

The role emphasizes empathy, problem-solving, and proactive communication across stakeholders to improve processes and traveler experiences.

Qualifications

• 3+ years in customer service, preferably in travel, hospitality, or technology environments.
• Associate or Bachelor degree, or equivalent related experience.
• Proficient in Microsoft Office Suite; CRM and travel industry tools experience is a plus.
• Strong written and verbal communication skills with empathy and clarity.
• Ability to resolve issues independently and think critically under pressure.
• Proven ability to deliver high-quality service and build customer relationships.
• Experience working cross-functionally and mentoring peers.
• Comfortable navigating ambiguity and change.

Responsibilities

• Resolve escalated and complex customer inquiries related to travel bookings, configurations, and service consumption.
• Collaborate with internal teams and stakeholders to address and elevate issues, ensuring customer satisfaction and resolution.
• Mediate between travelers and partners while maintaining professionalism and empathy.
• Promote Expedia Group platforms, tools, and services, guiding customers to self-service solutions where appropriate.
• Analyze case trends and provide insights to improve processes and reduce future escalations.
• Communicate clearly and proactively with customers and internal teams.
• Mentor and support peers by sharing best practices and constructive feedback.
• Balance multiple tasks and projects with precision, prioritizing based on urgency and impact.
• Contribute to development and refinement of operational policies, procedures, and knowledge-base content.
• Participate in customer-facing events or meetings to build relationships and promote Expedia offerings.

Skills

Customer service

Communication

Cross-functional teamwork

Mentoring

Empathy

Education

Associate or Bachelor's degree

Tools

Microsoft Office

CRM tools

Job description

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. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Advanced Traveler Escalations Manager

Introduction to the team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.

At VRBO, we are committed to delivering exceptional traveler experiences. We believe our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated Traveler Service Associate to help maintain service, quality, and traveler experience standards while ensuring continuous improvement in our operations.

In this role, you will:

• Resolve escalated and complex customer inquiries related to travel bookings, configurations, and service consumption.

• Collaborate with internal teams and stakeholders to address and elevate issues, ensuring customer satisfaction and resolution.

• Mediate between travelers and partners while maintaining professionalism and empathy.

• Promote Expedia Group platforms, tools, and services, guiding customers to self-service solutions where appropriate.

• Analyze case trends and provide insights to improve processes and reduce future escalations.

• Communicate clearly and proactively with customers and internal teams.

• Mentor and support peers by sharing best practices and constructive feedback.

• Balance multiple tasks and projects with precision, prioritizing based on urgency and impact.

• Contribute to development and refinement of operational policies, procedures, and knowledge-base content.

• Participate in customer-facing events or meetings to build relationships and promote Expedia offerings.

Experience & Qualifications:

• 3+ years in customer service, preferably in travel, hospitality, or technology environments.

• Associate or Bachelor degree, or equivalent related experience.

• Proficient in Microsoft Office Suite; CRM and travel industry tools experience is a plus.

• Strong written and verbal communication skills with empathy and clarity.

• Ability to resolve issues independently and think critically under pressure.

• Proven ability to deliver high-quality service and build customer relationships.

• Experience working cross-functionally and mentoring peers.

• Comfortable navigating ambiguity and change

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

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.