Lodging Partner Associate Iii

5 months ago

Subang Jaya, 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 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 mínimal 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.
- 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 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.
- 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 self-service customer* tools.
- May assist in creating opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to build customer* account.
- May develop relationships with customer* account team, including key buyers/decision makers.
- 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*.
- Assists in the development, testing, and communication of operational policies and procedures.
- May research, analyze,

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