Product Support Representative, Expedia Group
Office located in British Columbia, Vancouver
Online travel shopping company
Job no longer available
Online travel shopping company
1001+ employees
Job no longer available
Office located in British Columbia, Vancouver
1001+ employees
Company mission
Expedia's mission is to power global travel for everyone, everywhere.
Role
Who you are
- Superior Customer Service and problem solving skills
- Proficiency in English + additional language a plus (French/Spanish)
- Proficient Communicator
- Basic Support Service Level Agreement understanding
- Proficient in Microsoft 365
- Great interpersonal skills including team collaboration and customer service
- Ability to prioritize work flow and exercise good judgment with minimal supervision
- Solutions oriented, resourceful self-starter with strong problem-solving skills
- Well organized with a good attention to detail
- Quick learner with the ability to interpret technical information into simple concepts
- Strong written and oral communication skills
- Travel Industry Experience
- Zendesk (Ticketing System)
- Adobe (Sign and Captivate)
What the job involves
- In this challenging but rewarding role, you will leverage your attention to details and problem-solving skills to complete routine tasks, troubleshoot issues and find answers to questions
- You will be responsible for supporting a variety of loyalty programs as well as other tasks as needed
- You will be supported by a highly collaborative team, a robust knowledgebase, and Expedia Group continuous opportunities for development
- Provide the front-line customer service for our network of Franchises, Cruise Sales Managers and Travel Advisors
- Ability to learn and acquire in-depth knowledge of Expedia Cruises easy-to-use web-based platform Partner Central (training provided)
- Ability to learn and connect how all Expedia Cruises audiences (Franchisees , Cruise Sales Managers, Travel Advisors and Corporate Staff) use the system to perform business activities
- Provide answers and solutions resolution within Service Level Agreement response times and one-touch resolution
- Ability to use our ticketing system to prioritize, answer and resolve ticket to achieve these SLA
- Ability to escalate all special case issues to appropriate Subject Matter Experts
- Support and perform system administrative activities such as
- Fulfill Loyalty Programs’ points management
- Monitor terminations and maintain 3rd party tools user access
- Provide feedback and support to Subject Matter Experts regarding updates to internal documentation with a focus on accuracy, clarity and functionality
Our take
Expedia is an online travel agency. They enable users to access a wide range of services including airline tickets, hotel reservations, car rentals, cruises, vacation packages, and various attractions and services via the world wide web and telephone travel agents. Its primary web businesses include Expedia.com, Hotels.com, Hotwire.com, and Egencia.com.
Between 2021 and 2022, Expedia has been selling and merging a list of its sub-brands in a bid to simplify its operations, including Egencia and Classic Vacations. Due to plummeting share prices, mostly in the case of its sub-brands, Expedia has been leveraging its subsidiaries' customer base and merging them into the company’s core brand. Contrasting this move, Expedia has also been partnering with tech start-ups in a bid to make travel more accessible to underserved groups. Becoming Rentable, a travel company for the disabled is one of 12 startups that are part of Expedia Group’s new Open World Accelerator Programme.
What this indicates is Expedia’s shift from buying other travel companies and a move towards enhancing the experience of its preexisting customer base. This move is aiding in a long-term plan for greater long-term traveler loyalty, utilizing Expedia’s vast amounts of data, not just from reviews, but from check-in, cleanliness, communication, cancelations, etc to inform how guests experience a property.
Steph
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Leisure Travel Reimbursement
- Travel Discounts
- Family & Friends Discount
- Employee Assistance Program
- Wellness Reimbursement
- Global Service Awards
- Business Travel Medical Insurance
- Matching Gifts
- Expert Medical Opinion
- New Parent Benefit
- Employee Stock Purchase Plan
Company HQ
Interbay, Seattle, WA
Leadership
Peter M. Kern
(CEO, not founder)Has been a director of Expedia Group since completion of the IAC/Expedia Group Spin-Off and has served as Vice Chairman of Expedia Group since June 2018. Previously CEO of Tribune Media and Managing Partner of InterMedia Partners VII, LP, a private equity firm.
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