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Lodging Partner Associate
Expedia is currently looking for an action-oriented and motivated individual who is obsessed with customer satisfaction to join our Lodging Operations team. In this position, you will focus on providing inbound (through inbound calls, cases - email & chat) and outbound support to Expedia hotel partners.
Looking for dedicated and compassionate team members (while dealing with suppliers / hotel partners) and who can work closely and collaborate with other functions to ensure best resolution. One needs to be versatile in managing multiple software programs, provide prompt and accurate responses over email, phone & chat communications and provide a simple, rapid, competent support experience.
What You'll Do
- Respond to queries related to booking, basic finance related queries - rate calculations, refunds, configuring, or consuming Expedia Group travel-related services
- Respond to inventory management inquiries
- Process partner transaction requests and support inquiries relating to rates and inventory
- Proactively contact lodging partners to seek clarification and resolve issues. Initiate contact with customers* where appropriate to solve the issue completely and to add value
- Follow processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer* effort
- Research and analyze data from various sources and tools to resolve customer* issues
- Follow up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution
- Communicate in a timely manner and set expectations regarding next steps and/or obligations of all parties
- Summarize issues of advanced complexity and frame recommended solutions
- Identify when an issue might impact other or future customers* and escalate to supporting teams to drive resolution
- Advocate and educate partners on self-service support (as recommended by process)
- Maintain strong stakeholder and partner relationships with a positive attitude and outgoing nature
- Adhere to defined policies and procedures while meeting performance expectations
- Keen to be a part of test and learn projects
- Respond to critical & complex lodging partner issues, partner with market managers and other internal teams
- Constantly have a growth mindset - open to quickly adapt to changes
- Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience
- Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.)
- Demonstrate ability to manage several tasks and meet deliverables with minimal error
- Determine the relative impact and urgency of individual tasks
- Provide adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employees
- Learn and suggest improvements to processes and procedures to help reduce customer* effort and improve operating costs
- Recommend value add products, services, and insights that will meet the customers* needs and influence marketplace behavior
- Provide customers* with opportunities to improve their platform experiences and actively share information on features and updates which can enhance the customer's* experience
- Has strong problem-solving abilities and ensures the highest level of service is achieved
Who You Are
- Good communication skills - English
- Bachelor's degree or related technical field; or Equivalent related professional experience
- Experience in customer service-oriented industry desirable
- Hotel/Travel -industry experience is a plus
- Experience with Microsoft Office products and other system applications
- Open to work in a 24*7 work environment (rotational shift and willing to work on weekends)
- Ability to quickly learn processes and tools, and keep up with rapid changes
- Excellent English proficiency and communicator
- Strong attention to detail, speed, and accuracy
- Ability to work and learn independently, as well as collaborate with teams from other geographies
- Excellent organizational, time-management, and quality-control abilities
- Excellent communication skills to share best practices, and flexibility to adopt process improvements
- Proficiency in Microsoft Word, Excel, Outlook and other applications required
- Interest and/or experience in metrics, reporting, and data analysis a strong plus
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.
