Lodging Service Associate - Mandarin Language Support (Kuala Lumpur)

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Lodging Service Associate - Mandarin Language Support (Kuala Lumpur)

This role is based in Kuala Lumpur, with visa sponsor and relocation provided.

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

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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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