Lodging Partner Associate Iii

3 weeks ago

Subang Jaya, Malaysia Expedia Group Full time

**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**:

- Work alongside other teams to resolve partners queries and escalate issues as appropriate to resolve complaints and/or complex issues
- Assist and encourage partners in using company's platforms and systems and generally promote company's services and product
- Communicate in a timely manner and sets expectations regarding next steps and/or obligations of all parties
- May require assisting in mediating situations on behalf of the company, including between parties (e.g., traveler and partner)
- May require answering complex business questions with a pragmatic approach and with little supervision
- Proactively look for issues which might impact other or future partners and escalate to supporting teams to drive resolution
- Listen attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; ask probing and intelligent follow-up questions to uncover root cause
- Encourage 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
- Handle and de-escalate issues that are escalated by partners
- Capable of handling all basic queries and are equipped to handle queries of advanced complexity - i.e. Finance Advanced, PRI
- Communicate analysis findings and recommendations, both strategic and tactical, to colleagues, stakeholders, and leadership in a clear, concise, and influential manner
- Provide feedback to peers and shares tips with and mentors low-performing colleagues to help them improve
- Monitor non-verbal reactions of others to identify and respond to areas of interest or concern
- Ensure all viewpoints have been heard and discussed before reaching conclusions, offering guidance, or asserting own views
- Balance several tasks simultaneously with mínimal error and without losing track of important details or deliverables.
- Determine the relative impact and urgency of time-sensitive and complicated tasks
- Support others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department
- Demonstrate initiative to handle tasks independently while working as one team
- Categorize cases appropriately, allowing further analysis of incidents
- Produce and analyse data, providing insights for sales, operations, and partners
- Learn and suggest improvements to processes and procedures to help reduce partners effort and improve operating costs.
- Provide information to support creation of knowledge base articles, enhancements to templates, etc
- Follow up and keeps others (e.g., senior leaders and team members) informed of progress on tasks responsibilities
- Identify the objectives and resources required to successfully complete a project and completes work within established timeframes
- Allocate time to self-development while maintaining productive output
- Anticipate partners needs and provides quality service that exceeds partners expectations by asking actively probing questions to identify the root cause. Think ahead of possible questions in order to reduce contact propensity
- Has strong problem-solving abilities and ensures the highest level of service is achieved
- Provide the partners with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the partners experience
- Develop deeper understanding of both standard offerings and major areas of expertise
- Skilled at adding value through recommendations of products, services, and insights that will meet the partners needs and improve marketplace performance
- Promote adoption of self-service partner tools
- Acquire a basic understanding of how the department operates and fits into the larger organization
- Begin to develop awareness of the policies, practices, trends and information that impact the organization and its partners
- Assist in the development, testing, and communication of operational policies and procedures
- May 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
- May navigate large-scale and complex data sources, from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholders
- May be asked to review existing materials, research key topics, and share learnings with team and/or other stakeholder groups

**Who you are**:

- 1 year+ Customer Service experience
- Associate’s degree or equivalent related professional

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