Lodging Partner Associate III - Subang Jaya, Malaysia, Selangor - Expedia Group

Description

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Lodging Partner Associate III

Assist in the resolution of customer* questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services. Experienced at resolving issues of advanced complexity and skilled to handle higher-level tasks.

What You'll Do

• Experience and expertise inFunctional and Technical Skills
• Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using other customer relationship management or travel industry applications.
• Finance Basic & Product Advanced (PRI) knowledge is mandatorily required.
• Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using other customer relationship management or travel industry applications.
• Research, analyze, and resolve (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue.
• Navigate large-scale and complex data sources, from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholders.
• Review existing materials, research key topics, and share learnings with team and/or other stakeholder groups.
• Assists in the development, testing, and communication of operational policies and procedures.
  
  

Who You Are

• Should be open to work in 24*7 work environment
• Works alongside other teams to resolve customer* queries and escalates issues as appropriate to resolve complaints and/or complex issues.
• Assists and encourages customers* in using company's platforms and systems and generally promotes company's services and product.
• Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties.
• May be required to answer complex business questions with a pragmatic approach and with little supervision.
• Proactively looks for issues which might impact other or future customers* and escalate to supporting teams to drive resolution.
• 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.
• Encourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement.
• Handles and de-escalates issues that are escalated by customers*.
• Communicate analysis findings and recommendations, both strategic and tactical, to colleagues, stakeholders, and leadership in a clear, concise, and influential manner.
• Provides feedback to peers and shares tips with and mentors low-performing colleagues to help them improve.
• Monitors non-verbal reactions of others to identify and respond to areas of interest or concern.
• Ensures all viewpoints have been heard and discussed before reaching conclusions, offering guidance, or asserting own views.
• Balances several projects and tasks simultaneously with minimal error and without losing track of important details or deliverables.
• Determines the relative impact and urgency of time-sensitive and complicated projects and tasks.
• Supports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department.
• Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks and project responsibilities.
• Identifies the objectives and resources required to successfully complete a project and completes work within established timeframes.
• Allocates time to self-development while maintaining productive output.
• Anticipates customers'* needs and provides quality service that exceeds customers'* expectations by asking actively probing questions to identify the root cause. Thinks ahead of possible questions in order to reduce contact propensity.
• Has strong problem-solving abilities and ensures the highest level of service is achieved.
• Develops deeper understanding of both standard offerings and major areas of expertise.
• Promote adoption of self-service customer* tools.
• May participate in face-to-face customer* events to promote company products, tools, market insights, and to resolve customer service issues.
• Acquires a basic understanding of how the department operates and fits into the larger organization.
• Begins to develop awareness of the policies, practices, trends and information that impact the organization and its customers*.
  
  

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, , Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia GroupTM Media Solutions, Expedia Local Expert, CarRentals.comTM, and Expedia CruisesTM.

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