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Lodging Partner Associate II - Vietnamese Language Support (Based in Kuala Lumpur)
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 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.
We continue to build a culture of extraordinary customer service working directly with partner who list their properties and attract travelers, bridging the gap between our sites and our partner.
What you'll do :
Assist partners on our product and services promptly via multiple channels (phone, chat and email, social media)
Lead and resolve issues and complaints with high quality resolution in inventory management, financial and training
Document and classify interactions and issues accurately in the appropriate systems
Report on emerging and recurring issues promptly
Adhere to internal processes and policies when interacting with partners
Maintain and promote excellent partner relations in a positive, compassionate, and professional attitude in all interactions
Leverage Expedia Group’s tool kit to increase the customers they attract on the Expedia Group platform
Educate lodging partners on the self-service features available.
Build firm knowledge on product, processes, and policies
Review and identify root cause for all intensified cases to propose improvements to reduce recurrence
Who you are:
Diploma or Bachelor's Degree or equivalent related professional experience
Have at least a year of experience in white-glove customer support
Proficient in written and spoken Vietnamese and English
Strong intellectual curiosity and comfortable navigating 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’ 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®, 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 lifeatexpediagroup.com/jobs.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.
Vietnam - Ho Chi Minh City
Operations & Services
ID # R-68866-1
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.