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Hotel Partner Liaison

3 weeks ago

Subang Jaya, Selangor, Malaysia ENGINEERINGUK Full time
About the Role

We are seeking a skilled Customer Service Representative - Lodging Partners to join our team at ENGINEERINGUK. As a key member of our Customer Service division, you will play a vital role in delivering exceptional service to our lodging partners.

Key Responsibilities
  • Provide prompt and professional support to lodging partners via multiple channels (phone, chat, email, social media)
  • 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 toolkit to increase the customers they attract on the Expedia Group platform
  • Educate lodging partners on 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