Job Description

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.Why Join Us?To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees\' passion for travel and ensure a rewarding career journey. We\xe2\x80\x99re building a more open world. Join us.Lodging Partner Associate, MalaysiaIntroduction to teamOur 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 servicesRespond to inventory management inquiriesProcess partner transaction requests and support inquiries relating to rates and inventoryProactively contact lodging partners to seek clarification and resolve issues. Initiate contact with customers* where appropriate to solve the issue completely and to add valueFollow processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer* effortResearch and analyze data from various sources and tools to resolve customer* issuesFollow up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolutionCommunicate in a timely manner and set expectations regarding next steps and/or obligations of all partiesSummarize issues of advanced complexity and frame recommended solutionsIdentify when an issue might impact other or future customers* and escalate to supporting teams to drive resolutionAdvocate and educate partners on self-service support (as recommended by process)Maintain strong stakeholder and partner relationships with a positive attitude and outgoing natureAdhere to defined policies and procedures while meeting performance expectationsKeen to be a part of test and learn projectsRespond to critical & complex lodging partner issues, partner with market managers and other internal teamsConstantly have a growth mindset \xe2\x80\x93 open to quickly adapt to changesArticulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audienceAble 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 errorDetermine the relative impact and urgency of individual tasksProvide adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employeesLearn and suggest improvements to processes and procedures to help reduce customer* effort and improve operating costsRecommend value add products, services, and insights that will meet the customers\'* needs and influence marketplace behaviorProvide customers* with opportunities to improve their platform experiences and actively share information on features and updates which can enhance the customer\'s* experienceHas strong problem-solving abilities and ensures the highest level of service is achievedExperience and qualifications:Good communication skills (English), proficiency in Malay is a plusBachelor\xe2\x80\x99s degree in hospitality or related technical field; or equivalent related professional experienceExperience in customer service-oriented industry desirableHotel/Travel -industry experience is a plusExperience with Microsoft Office products and other system applicationsOpen 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 changesExcellent English proficiency and communicatorStrong attention to detail, speed, and accuracyAbility to work and learn independently, as well as collaborate with teams from other geographiesExcellent organizational, time-management, and quality-control abilitiesExcellent communication skills to share best practices, and flexibility to adopt process improvementsProficiency in Microsoft Word, Excel, Outlook and other applications requiredInterest and/or experience in metrics, reporting, and data analysis a strong plusAccommodation requestsIf you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the .We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.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 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Employment 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 with 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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