Customer Support II (Voice) at Expedia

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Credit ReportingIndustries

Requirements

1 year of Inbound call handling experience (Required)
Highest Qualification Graduation (Required)
Excellent English written and oral communications skills (Required)
Ability to keep performance in a occupied environment (85%-90% Occupancy)
Pays close attention to the small aspects of a task or situation
Experience handling support requests from a variety of different channels
Ability to arrange and manage tasks, time, and resources
Ability to interpret information to understand complex problems or situations
Problem-solving skills
PC/internet skills to make fast and accurate decisions
Ability to make fast and accurate decisions
Short-term visual memory

Responsibilities

Receive inbound calls handling for different lines of business
Perform a variety of activities to ensure consumer satisfaction, including interpreting reports, responding to general inquiries, assisting with fraud alert requests, and processing credit and/or score reports
Handle consumer issues by interpreting and analyzing consumers' written or verbal grievance or dispute
Determine the different types of issues contained in a dispute and potentially route requests to specialized departments for advance handling
Educate consumers on dispute management and offer options for immediate resolution
Process dispute requests that require direct contact to financial institutions for additional investigation, obtaining proof to validate consumers' requests/concerns
Maintain the integrity of the database by ensuring data quality and accuracy
Process all requests following the guidelines established by the Fair Credit Reporting Act and all appropriate state and country credit regulations

Skills

Customer Service

Call Center

Dispute Resolution

Fraud Alerts

Credit Reports

Consumer Education

Computer Skills

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters

1996Year Founded

$3,277.3MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Paid Time Off

Travel Discounts

Healthcare Flexible Spending Accounts

Employee Assistance Program

Wellness & Travel Reimbursement

Workplace Accomodations

Medical, Dental, & Vision Insurance

Matching Gifts

New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.

CFO transition may lead to strategic shifts impacting financial management and investor confidence.

Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.

The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.

Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.

The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.

Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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