Service Associate I
Are you passionate about travel?
Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry?
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?
We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.
The Service Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service working directly with Customers : our Hosts, who list their properties and our Guests, who are looking to book a great vacation rental.
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, engaging with our Customers and internal stakeholders.
What You ll Do :
Service Support : Understand our Customers and provide workable solutions via Outbound Phone / Email and, occasionally via Inbound Phone / Chat
Ownership : You will aim to understand Customer needs, as a result of either Guest bookings or Host education and focus on quick contact handling, delivering the right solutions through education and proactively providing insights to management team / correspondent department
Host education : Add value to their property listing(s) potential and improve marketplace standards by making Outbound calls to Hosts, in order to provide recommendations using Global-Plays through different CRM tools
Guest and Host assistance : Follow up on queries related to their bookings / listings by replying via Email to queries raised by Tier 1 associates or other departments
Business metrics : Ensure any follow up actions are documented and actioned according to established KPIs
Customer Advocate : Retaining Customer loyalty through problem solving, flagging new ideas to simplify our process in a safe and trusted environment
Participation : Share feedback with Management on issues related to performance, team morale and Customer insights
Markets : Supporting our X (name of the market) Customers, Hosts or Guests
Who you are?
Native or bilingual level of X (market language) & fluent English
Communication : Strong verbal and written communication skills
Experience : Background in Customer Support and B2B performance (considered a plus)
Focus on Customer Loyalty : We are looking for people who are able to understand our Customer needs and deliver a world-class service
Motivation : Highly motivated and passionate about connecting to the Customer
Openness : Growth mindset, open to new ideas, embrace feedback & coaching and challenge our beliefs to deliver exceptional Customer experience
Embrace change : Willing to understand and work with newly added features / tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones
Technical : High standard of computer literacy is essential and experience with CRM systems (considered a plus)
Professionalism and teamwork : People-oriented and good interpersonal skills to build effective relationships. Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values
Analytical : Attention to detail and ability to interpret information making sound recommendations
Knowledge retention : Ability to learn and retain knowledge of our products or services
Continuous product improvement : Highlight any Policy, Process or Help-Support article, knowledge gaps as part of continuous improvement and contact-propensity reduction
Industry advantages : Experience working with travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential
About Expedia Group
Expedia Group (NASDAQ : EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections.
We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers.
Expedia Group's family of brands includes : Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.
com™, and Expedia Cruises™.
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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.