Job Description

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Lodging Service Associate - Mandarin Language Support (Kuala Lumpur)

In this position, you will focus on supporting the onboarding process of new hotel partners on our platform, and on maintaining property content on our branded websites by resolving requests submitted by partners and internal teams, providing inbound and outbound support to our partners. By continually putting yourself in the shoes of the partner, you will help them attract travellers and realize more opportunities to increase revenue.

You will be versatile in handling multiple software programs, prompt and accurate in your responses in email and phone communications providing a clear, rapid, competent support experience.

Using dedication and compassion when dealing with our partners, you will work closely with other departments to ensure the best resolution at first contact will be given to them.

What you\'ll do :

Onboard new properties and apply content using the company guidelines, while performing ongoing maintenance of property content by gathering and confirming data about property amenities, on-site services, and contact information

Edit existing property content in Mandarin, including paragraphs, amenities, and photos; address change requests, clarifying details

Assign star ratings within company guidelines, and categorize by themes and structure types

Educate partners on tools and processes that will optimize their product on our sites while encouraging them to self-serve

Respond to inquiries or requests of inventory management and data entry, including calling partners to resolve current and future issues

Build new and/or handle updates to existing room types and rate plans, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules

Collaborate with internal teams to address critical hotel partner issues

Proactively raise systemic issues and process gaps

Offer financial transaction support (disputes, questions, etc.) to partners across multiple account models when necessary

Participate in test & learns, content, or process improvement as assigned

Who you are:

Proficiency in Mandarin and English language

University Degree; or equivalent related professional experience

Experience in customer service-oriented industry

Hotel/Travel industry experience will be a plus

Fluency with internet, computer usage, and web-based application skills

Experience with Microsoft Office products and various call center support programs

Strong ability to adapt to changes, learn new processes and systems quickly

Operates autonomously with a positive demeanour and a strong work ethic

#LI-KT3

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.

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