Job Description

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Lodging Partner Associate (Indonesian Language Support)

Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Service Operations contact center team.

In this position, you will focus on supporting inbound and outbound support to our customer (hotel and/or property partners). By putting yourself in the shoes of the partner, you will help them attract travelers.

You will be versatile and compassionate in handling multiple software programs, prompt and accurate in your responses to email, chat and phone communications and provide a simple, rapid, competent support experience.

The Mission:

We continue to build a culture of extraordinary customer service working directly with customer who list their properties and attract travelers, bridging the gap between our sites and our customers.

What you\xe2\x80\x99ll do:

Customer Support

• Assist customers on our product and services promptly via multiple channels (phone, chat and email, social media)
• Manage and resolve issues and complaints with high quality resolution in inventory management, financial and training
• Document and classify customer interactions and issues accurately in the appropriate systems
• Report on emerging and recurring issues promptly
• Adhere to internal processes and policies when interacting with customers
• Maintain and promote excellent partner relations in a positive, empathetic, and professional attitude in all customer interactions
• Leverage Expedia Group\xe2\x80\x99s tool kit to increase the customers they attract on the Expedia Group platform
• Educate lodging partners on the self-service features available.

Continuous Improvement

• Build firm knowledge on product, processes, and policies
• Review and identify root cause for all escalated cases to propose improvements to reduce recurrence

Who you are:

• Diploma, University Degree; or equivalent
• Have at least 2 years of experience in white-glove customer support
• Proficient in written and spoken Indonesian and English
• Self-starter and comfortable with ambiguity
• Work proactively with manager to meet targets and goals
• Able to work shifts that span weekends and public holidays
• Fluency with internet, computer usage, Microsoft Office products and web-based application skills
• Ability to handle situations effectively; to set expectations and deliver information in a positive way.
• Excellent time-management and prioritization skills.
• Listens to others\xe2\x80\x99 perspectives and clarifies meaning before responding.
• Keen eye for detail and high level of accuracy.
• Exercise good judgment in decision-making

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\xc2\xae, Hotels.com\xc2\xae, Expedia\xc2\xae Partner Solutions, Vrbo\xc2\xae, trivago\xc2\xae, Orbitz\xc2\xae, Travelocity\xc2\xae, Hotwire\xc2\xae, Wotif\xc2\xae, ebookers\xc2\xae, CheapTickets\xc2\xae, Expedia Group\xe2\x84\xa2 Media Solutions, Expedia Local Expert\xc2\xae, CarRentals.com\xe2\x84\xa2, and Expedia Cruises\xe2\x84\xa2.

\xc2\xa9 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group\xe2\x80\x99s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you\xe2\x80\x99re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is .

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.

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