Lodging Partner Associate German & English Speaker

Lodging Partner Associate (German & English speaker)
Assist in the resolution of customer questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.

What you'll do:

Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer effort

Researches and analyzes data from various sources and tools to resolve customer issues

Initiates contact with customers where appropriate to solve the issue completely and to add value

Assists customers in using provided technology as appropriate to help customer with future interactions

Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties

Summarizes issues of advanced complexity and frames recommended solutions

Identifies when an issue might impact other or future customers and escalates to supporting teams to drive resolution

Demonstrates attention during discussions by taking notes and asking clarifying questions

Restates and reflects back information to check for understanding

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.)

Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues

Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause

Asks for clarification and validates understanding of messages by providing appropriate responses

Handles and de-escalates issues that are escalated by customers

Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations

Demonstrates ability to manage several tasks and meet deliverables with minimal error

Determines the relative impact and urgency of individual tasks

Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines

Highly effective in managing multiple software programs while conversing with different parties

Categorizes cases appropriately, allowing further analysis of incidents

Learns and suggests improvements to processes and procedures to help reduce customer effort and improve operating costs

Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs

Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results

Provides adequate documentation on case records to notate interaction and support handling by other agents, customers, or customer service employees

Updates customer contact information and maintains a history of contact activity

Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks

Completes work within established timeframes

Anticipates customers' needs and provides quality service that exceeds customers' expectations by asking probing questions to identify the root cause

Has strong problem-solving abilities and ensures the highest level of service is achieved

Provides customers with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's experience

Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility

Begins developing relationships with customer directly

Provides customers with basic, standard information regarding products/offerings

Recommends value add products, services, and insights that will meet the customers' needs and influence marketplace behavior

Promote adoption of self-service customer tools

Acquires a basic understanding of how the department operates and fits into the larger organization

Assists in the development, testing, and communication of operational policies and procedures

Who you are:

6-12 months Customer Service experience

Fluent in English and German

Associate's degree or equivalent related professional experience

Knowledge of customer case management software and tools

Advanced computer knowledge, including all core Microsoft Office programs

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