Lodging Partner Associate, Chinese Language Support

3 days ago

Subang Jaya, Selangor, Malaysia Expedia Partner Solutions Full time

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Lodging Partner Associate, Chinese Language Support

Introduction to the team

Our Expedia Product & Technology division builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A unified, singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

The Lodging Partner Associate role sits on the Traveler & Partner Service Platform (TPSP) in the Expedia Product & Technology division of Expedia Group. We bring functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.

In this role, you will:

  • Assist partners on our product and services promptly via multiple channels (phone, chat and email, social media)

  • Lead and resolve issues and complaints with high quality resolution in inventory management, financial and training

  • Document and classify interactions and issues accurately in the appropriate systems

  • Report on emerging and recurring issues promptly

  • Adhere to internal processes and policies when interacting with partners

  • Maintain and promote excellent partner relations in a positive, compassionate, and professional attitude in all interactions

  • Leverage Expedia Group's tool kit to increase the customers they attract on the Expedia Group platform

  • Educate lodging partners on the self-service features available

  • Build firm knowledge on product, processes, and policies

  • Review and identify root cause for all intensified cases to propose improvements to reduce recurrence

Experience and qualifications:

  • Diploma, University Degree; or equivalent working experience

  • Have at least a year of experience in white-glove customer support

  • Proficient in written and spoken English and Mandarin, proficiency required

  • Strong intellectual curiosity and comfortable navigating ambiguity

  • Work proactively with manager to meet targets and goals

  • Able to work shifts that span weekends and public holidays

  • Fluency with internet, computer usage, Microsoft Office products and web-based application skills

  • Ability to handle situations effectively; to set expectations and deliver information in a positive way.

  • Excellent time-management and prioritization skills.

  • Listens to others' perspectives and clarifies meaning before responding

  • Keen eye for detail and high level of accuracy

  • Exercise good judgment in decision-making

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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 with 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.

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