Lodging Partner Associate Iii

1 week ago

Subang Jaya, Selangor, Malaysia Expedia Group Full time
Role Summary

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.

Experience

1 year+ Customer Service experience

Education

Associate's degree or equivalent

Functional and Technical Skills

Role Expectations

  • Works alongside other teams to resolve customer* queries and escalates issues as appopriate 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 assist in mediating situations on behalf of the company, including between parties (e.g., traveler and partner).
  • 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 followup questions to uncover root cause.
  • Encourages others to listen attentively and engage with the speaker by asking appropriate openended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement.
  • Handles and deescalates 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 lowperforming colleagues to help them improve.
  • Monitors nonverbal 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 mínimal error and without losing track of important details or deliverables.
  • Determines the relative impact and urgency of timesensitive 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.
  • Demonstrates initiative to handle tasks independently while working as one team.
  • Categorizes cases appropriately, allowing further analysis of incidents.
  • Produces and analyzes data, providing insights for sales, operations, and customers*.
  • Learns and suggests improvements to processes and procedures to help reduce customer* effort and improve operating costs.
  • Provides information to support creation of knowledge base articles, enhancements to templates, etc.
  • 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 selfdevelopment 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 problemsolving abilities and ensures the highest level of service is achieved.
  • Provides the customers* with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's* experience.
  • Develops deeper understanding of both standard offerings and major areas of expertise.
  • Applies products alongside policies to solve and troubleshoot customer* queries.
  • Develops relationships with customer* directly.
  • Skilled at adding value through recommendations of products, services, and insights that will meet the customers'* needs and improve marketplace performance.
  • Promote adoption of selfservice customer* tools.
  • May assist in creating opportunities (e.g., progress meetings, factfinding/exploratory meetings) to build customer* account.
  • May develop relationships with customer* account team, including key buyers/decision makers.
  • May participate in facetoface 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*.
  • Assists in the development, testing, and communication of operational policies and procedures.
  • May research, analyze,

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