Customer Support Representative

5 months ago

Subang Jaya, Malaysia Expedia Group Full time

Would you like to work with a product that allows you to impact the lives of millions of people in a significant way?

Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational?

**The Mission**:
We continue to build a culture of extraordinary customer service working directly with property owners and property managers who list their properties and travellers, who are looking to book a great vacation rental. We are the voice of Vrbo, bridging the gap between our sites and our customers. Consider us global detectives who dive headfirst into issues and questions and emerge with solutions.

**Our People Have What is Takes to Succeed**:
We move quickly and deliberately using data to guide our decisions and testing to achieve breakthroughs. We welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, and engage in.

**What You´ll Do**:
**Customer Support**
- Manage and resolve issues and complaints with high quality resolution
- Document and classify customer interactions and issues accurately in the appropriate systems
- Report on emerging and recurring issues promptly
- Adhere to internal processes and policies when interacting with customers
- Maintain a positive, empathetic and professional attitude in all customer interactions

***Complaint Management**
- Provide high quality resolution and service recovery
- Demonstrate ownership of issues and collaborate actively with various teams for timely resolution
- Document case details accurately and track issues promptly
- Keep customers and stakeholders updated on case progress

**Continuous Improvement**
- Build firm knowledge on product, processes and policies
- Review and identify root cause for all escalated cases to propose improvements to reduce recurrence
- Share information and knowledge with team members through clear documentation and reports
- Contribute actively to meetings and discussions to improve operation efficiency

**Who You Are?**
- Have at least 2 years of experience in white-glove customer support
- Highly proficient in written and spoken English
- Resolve conflicts and manage negotiations with tact and diplomacy
- Manage time efficiently to deal with multiple type of tasks
- Resourceful and thrive on challenges
- Self-starter and comfortable with ambiguity
- Work proactively with manager to meet targets and goals

**About Expedia Group**

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia iscommittedto creating an inclusive workenvironmentwith 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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