Customer Experience Agent

Expedia are hiring a Customer Experience Advocate to join our growing EMEA Customer Experience team, based in Prague.

In this role, you will engage with key stakeholders across the Global Supply Operations (GSO) business area, focusing on the quality and accuracy of the service we deliver to our customers. You will work across different teams, evaluating quality and understanding areas of strength and development in our delivery.

You’ll also play a significant role in the education of improving quality and customer service, and will be responsible for the embedding of local process changes and improvements.

We’re looking for candidates who have proven experience of quality audits and measures in a contact centre environment. You’ll have great communication skills, and will have the ability to adapt and adjust your communication style to the multiple audiences you will partner with. You’ll have experience in a project management environment, will be naturally highly organized with a high attention to detail.

Duties and Responsibilities:

Utilize Data Sources: the candidate will use the profiling, tools, and various data sources in order to determine causes of CPE, Case Wellness and Quality issues and to solve them.

Coordinating the stakeholders: the candidate will maintain the coordination with the multiple teams and work with internal business partners to resolve issues.

In some areas, overall release management processes and readiness, pre-release media plans and connections to the regional stakeholders.

Provide proactive, regular, timely communications of all initiative and ongoing internal team issues to all key stakeholders.

Build, develop and maintain highly collaborative and productive working relationships with all partners to facilitate proactive planning, smooth communication and issue resolution.

Experience Required:

Proven communication skills and ability to effectively influences colleagues and management
Demonstrated ability to deliver results, meeting expectations.
Skills in problem resolution, dealing with ambiguity, establishment of effective processes, tracking results
BA / BS or equivalent work experience

Preferred Criteria:

Excellent communication skills

A self-starting individual who is able to responds to changing business needs, and adapt to challenges

An innovative approach to problem-solving.

Experience with process improvement or process development.
Highly organized with the ability to stay current with multiple competing priorities
Strong interpersonal skills and high competence to effect the team to drive for results.
Strong conflict resolution skills. Passionate about customer experience with a strong desire to continuously improve systems, processes and deliver against SLAs & Agreed objective.
Proven cross-group cooperation skills and ability to positively influences and committed resources across the company were regular basis.