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IPM Service Account Associate
Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.
The
IPM Service Account Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service where you will provide front-line support working directly with our Integrated Partners (IPM), who list their inventory on the Vacation Rental (VR) platforms.
What You'll Do
- Provide service support to our Integrated Property Managers via inbound and outbound phone support / email / chat
- Be the primary point of contact for tier-1 integrated tool and technical issues
- You will analyse and diagnose severity levels by following appropriate procedures in order to identify root cause
- Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved
- Provide integrated tool onboarding for existing non-integrated customers by project managing integration requests from internal partners, seeing the process through to completion
- Act as SPOC Support for our internal VR Partner-Success teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved
- Recommend OPPYs to our integrated partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards
- Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience
- Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behaviour and create an environment of trust, health & safety
Who You Are
- Bachelors in a related field or equivalent related experience
- Strong business verbal, written, questioning, and listening skills in English.
- Background in customer support, B2B account management or technical support motivation: highly motivated, focused, passionate about connecting to the customer through building strong rapport
- High attention to detail and the ability to interpret data providing customer recommendations
- High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable
- Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential
- Growth mindset, open to new ideas, embrace feedback
- Ability to build effective relationships with internal stakeholders (Essential)
- People-oriented and good interpersonal skills to build effective relationships
- Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values
- Ability to quickly understand the problem and develop creative and workable solutions
- Able to plan well and prioritize work
- Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)
- Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
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.
