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 customers 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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