Customer Care Specialist
Egencia
Stockholm, Sweden
11 dagar sedan

Egencia

Each year Egencia helps thousands of companies in over 60 markets better manage their travel programs. We provide modern solutions and exceptional service to millions of travelers as they plan, take and complete every business trip.

We deliver bottom-line savings to our clients and support the needs of the modern business traveler.

Egencia blends classic travel agency services, innovative travel technology, and global travel market expertise to deliver solutions and cost-

savings to companies around the world. From planning the trip and ensuring compliance, we are with our clients every step of the way.

Unique in the market, we operate like an agile and entrepreneurial start-up but we are backed by one of the world’s largest travel groups Expedia Group.

We are looking for our next Customer Care Specialist to join our Nordic team, stationed in Sweden

As a Customer Care Specialist, you will use your detective’ skills to investigate, report and figure out incidents that are raised via Customer Service (Service Delivery) where there has been a breakdown or failure in our service to our customers.

Your responsibilities are key in optimizing operation and reducing loss. You will work closely with our Travel Consultants, Team Leaders, and Tech as well as clients and partners such as airlines to continuously improve our operations and delivery.

Problem analysis and investigation will be completed in collaboration with various internal departments including Customer Service (Service Delivery) and Client Services, Customer Invoice Care and the Technical Support team, along with external suppliers.

With global collaboration and communication, the aim of the analysis is to make recommendations and positive changes to the process, improve the client experience and reduce losses for the company.

Key Areas of Responsibility

  • To investigate and resolve pre- and post-trip incidents primarily for Sweden, but also the other Nordic countries (Norway, Denmark and Finland)
  • To categorize cases appropriately allowing further analysis of incidents
  • To perform in-depth analysis of each case to understand the root cause and responsibility
  • To propose solutions to prevent further occurrence of the problem which will assist in reducing costs.
  • Ensure all incidents are centralized appropriately within Salesforce
  • Liaise with other Departments where necessary to obtain answers or assistance
  • Ensure strict and measured timeliness in answering client queries in line with agreed SLA’s
  • Ensure high standards of quality and accuracy in all communication with clients
  • Take ownership of each case until final resolution of the issue
  • Skills / Experience

  • Strong experience of problem solving and pro-activity gained in a Customer Service environment
  • Experience of dealing directly with customers at all levels within organization to resolve issues
  • Strong organization and time management skills with attention to details
  • Ability to multitask the role will require managing several customer issues at any given time
  • Travel Industry experience and GDS knowledge essential
  • Fluency in Swedish and English is a requirement
  • We see it as a big advantage if you understand both Danish and Norwegian
  • Good Communicator and Team Player
  • Who are we :

    We believe in being Different . We seek new ideas, different ways of thinking, diverse backgrounds and approaches, because averages can lie and sameness is dangerous.

    Because of this belief, our norms aren't rules or universal at all corners of our company. But they are important to our identity and how we work together.

    Like our company, these norms will evolve.

    We are Transparent . We communicate openly and honestly, at all levels, upwards, sideways and downwards. We surface difficult issues quickly, we act, we learn.

    We organize for Speed . We seek to gather data as fast as possible, and move. Speed allows us to make mistakes and constantly improve.

    We believe in the Scientific Method . Everyone’s ideas are equal in the face of hard data. We use data to guide but not define our actions.

    We Lead Humbly . Our leaders serve their teams. None of us has all of the answers, but we are curious and we are always looking to learn.

    Though our leaders take their responsibilities to our business and their teams incredibly seriously, they never take themselves too seriously.

    We act as One Team . We look to optimize for the greater good, not just our own, or even our own teams' interests. We are actively interested in the success of others.

    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.

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