Lodging Partner Associate (German & English speaker)Assist in the resolution of customer questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.
What you'll do: Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer effortResearches and analyzes data from various sources and tools to resolve customer issuesInitiates contact with customers where appropriate to solve the issue completely and to add valueAssists customers in using provided technology as appropriate to help customer with future interactionsFollows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolutionCommunicates in a timely manner and sets expectations regarding next steps and/or obligations of all partiesSummarizes issues of advanced complexity and frames recommended solutionsIdentifies when an issue might impact other or future customers and escalates to supporting teams to drive resolutionDemonstrates attention during discussions by taking notes and asking clarifying questionsRestates and reflects back information to check for understandingArticulate 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.)Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issuesListens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root causeAsks for clarification and validates understanding of messages by providing appropriate responsesHandles and de-escalates issues that are escalated by customersAbility to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigationsDemonstrates ability to manage several tasks and meet deliverables with minimal errorDetermines the relative impact and urgency of individual tasksAppropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlinesHighly effective in managing multiple software programs while conversing with different partiesCategorizes cases appropriately, allowing further analysis of incidentsLearns and suggests improvements to processes and procedures to help reduce customer effort and improve operating costsProposes solutions to prevent further occurrence of the problem, which will assist in reducing costsExercises judgment in selecting methods, techniques and evaluation criteria for obtaining resultsProvides adequate documentation on case records to notate interaction and support handling by other agents, customers, or customer service employeesUpdates customer contact information and maintains a history of contact activityFollows up and keeps others (e.g., senior leaders and team members) informed of progress on tasksCompletes work within established timeframesAnticipates customers' needs and provides quality service that exceeds customers' expectations by asking probing questions to identify the root causeHas strong problem-solving abilities and ensures the highest level of service is achievedProvides customers with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's experienceBuilds a working knowledge of products, technologies, offerings, etc. within scope of responsibilityBegins developing relationships with customer directlyProvides customers with basic, standard information regarding products/offeringsRecommends value add products, services, and insights that will meet the customers' needs and influence marketplace behaviorPromote adoption of self-service customer toolsAcquires a basic understanding of how the department operates and fits into the larger organizationAssists in the development, testing, and communication of operational policies and proceduresWho you are: 6-12 months Customer Service experienceFluent in English and GermanAssociate's degree or equivalent related professional experienceKnowledge of customer case management software and toolsAdvanced computer knowledge, including all core Microsoft Office programs
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