EMEA IPM Service Account Associate (French and English speaking)
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EMEA IPM Service Account Associate (French and English Speaking)
Are you passionate about travel? Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry?Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.
The EMEA B2B Integrated Service Account Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service where you will provide front-line support working directly with our Integrated Partners (IPM), who list their inventory on the Vacation Rental (VR) platforms.
The role of the Lodging support teams is to manage all General support issues relating to Integration, whilst making recommendations to our Hosts.We welcome new ideas, opinions, and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, engaging with our customers and internal stakeholders.
What you'll do:
Provide service support to our Integrated Property Managers via inbound and outbound phone support / email
Act as SPOC Support for our internal VR Partner-Success teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved
Recommend OPPYs to our integrated partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards
Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success
Be the primary point of contact for tier-1 integrated tool and technical issues
You will analyze and diagnose severity levels by following appropriate procedures in order to identify root cause
Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved
Provide integrated tool onboarding for existing none-integrated customers by project managing integration requests from internal partners, seeing the process through to completion
Act as premium/key account support for our internal partner-success teams to integrate tool issues
Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience
Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behavior and create an environment of trust, health & safety
Support internal stakeholders by attending customer review meetings and PMSC European events, providing customer education and data insights
Support our English & French customers
Who you are:
Strong business verbal, written, questioning, and listening skills in both English and French (essential)
Background in customer support, B2B account management or technical support motivation:highly motivated, focused, passionate about connecting to the customer through building strong rapport
High attention to detail and the ability to interpret data providing customer recommendations
High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable
Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential
Growth mindset, open to new ideas, embrace feedback
Ability to build effective relationships with internal stakeholders (Essential)
People-oriented and good interpersonal skills to build effective relationships
Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values
Ability to quickly understand the problem and develop creative and workable solutions
Able to plan well and prioritize work
Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)
Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)
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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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re 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 careers.expediagroup.com/jobs.
Ireland - Dublin
Operations & Services
ID # R-79151
Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.