Introduction to team

Our Expedia Product & Technology division builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A unified, singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

The Lodging Partner Associate role sits on the Traveler & Partner Service Platform (TPSP) in the Expedia Product & Technology division of Expedia Group. We bring functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.

In this role, you will:

• Respond to queries related to booking, basic finance related queries - rate calculations, refunds, configuring, or consuming Expedia Group travel-related services

• Respond to inventory management inquiries

• Process partner transaction requests and support inquiries relating to rates and inventory

• Proactively contact lodging partners to seek clarification and resolve issues. Initiate contact with customers* where appropriate to solve the issue completely and to add value

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

• Research and analyze data from various sources and tools to resolve customer* issues

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

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

• Summarize issues of advanced complexity and frame recommended solutions

• Identify when an issue might impact other or future customers* and escalate to supporting teams to drive resolution

• Advocate and educate partners on self-service support (as recommended by process)

• Maintain strong stakeholder and partner relationships with a positive attitude and outgoing nature

• Adhere to defined policies and procedures while meeting performance expectations

• Keen to be a part of test and learn projects

• Respond to critical & complex lodging partner issues, partner with market managers and other internal teams

• Constantly have a growth mindset – open to quickly adapt to changes

• 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.)

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

• Determine the relative impact and urgency of individual tasks

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

• Learn and suggest improvements to processes and procedures to help reduce customer* effort and improve operating costs

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

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

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

Experience and qualifications:

• Good communication skills (English), proficiency in Malay is a plus

• Bachelor’s degree in hospitality or related technical field; or equivalent related professional experience

• Experience in customer service-oriented industry desirable

• Hotel/Travel -industry experience is a plus

• Experience with Microsoft Office products and other system applications

• Open to work in a 24*7 work environment (rotational shift and willing to work on weekends)

• Ability to quickly learn processes and tools, and keep up with rapid changes

• Excellent English proficiency and communicator

• Strong attention to detail, speed, and accuracy

• Ability to work and learn independently, as well as collaborate with teams from other geographies

• Excellent organizational, time-management, and quality-control abilities

• Excellent communication skills to share best practices, and flexibility to adopt process improvements

• Proficiency in Microsoft Word, Excel, Outlook and other applications required

• Interest and/or experience in metrics, reporting, and data analysis a strong plus