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Lodging Partner Associate (German & English speaker)

Assist in the resolution of customer questions and inquires in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.

What you'll do:

• Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer effort

• Researches and analyzes data from various sources and tools to resolve customer issues

• Initiates contact with customers where appropriate to solve the issue completely and to add value

• Assists customers in using provided technology as appropriate to help customer with future interactions

• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

• Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties

• Summarizes issues of advanced complexity and frames recommended solutions

• Identifies when an issue might impact other or future customers and escalates to supporting teams to drive resolution

• Demonstrates attention during discussions by taking notes and asking clarifying questions

• Restates and reflects back information to check for understanding

• Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience

• Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.)

• Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues

• 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

• Asks for clarification and validates understanding of messages by providing appropriate responses

• Handles and de-escalates issues that are escalated by customers

• Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations

• Demonstrates ability to manage several tasks and meet deliverables with minimal error

• Determines the relative impact and urgency of individual tasks

• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines

• Highly effective in managing multiple software programs while conversing with different parties

• Categorizes cases appropriately, allowing further analysis of incidents

• Learns and suggests improvements to processes and procedures to help reduce customer effort and improve operating costs

• Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs

• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results

• Provides adequate documentation on case records to notate interaction and support handling by other agents, customers, or customer service employees

• Updates customer contact information and maintains a history of contact activity

• Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks

• Completes work within established timeframes

• Anticipates customers’ needs and provides quality service that exceeds customers’ expectations by asking probing questions to identify the root cause

• Has strong problem-solving abilities and ensures the highest level of service is achieved

• Provides customers with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's experience

• Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility

• Begins developing relationships with customer directly

• Provides customers with basic, standard information regarding products/offerings

• Recommends value add products, services, and insights that will meet the customers' needs and influence marketplace behavior

• Promote adoption of self-service customer tools

• Acquires a basic understanding of how the department operates and fits into the larger organization

• Assists in the development, testing, and communication of operational policies and procedures

Who you are:

• 6-12 months Customer Service experience

• Fluent in English and German

• Associate's degree or equivalent related professional experience

• Knowledge of customer case management software and tools

• Advanced computer knowledge, including all core Microsoft Office programs

#LI-RB6

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®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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