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Expedia is currently looking for action-oriented, motivated individuals who have an obsession with customer satisfaction to join our Lodging Support Services team. In this position, you will focus on supporting a team of Lodging Partner Associates and providing inbound and outbound support to Expedia guest and Expedia hotel partners.
You will be dedicated and compassionate when dealing suppliers and travelers, and will work closely and professionally with other departments to ensure the best resolution. You will be versatile in managing multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.
At Expedia we listen attentively and respond to our customers, because we are passionate about the traveler experience.
Your key responsibilities will include:
Lodging Partner Associate I
•Responding to inventory management inquiries.
•Contacting lodging partners to resolve issues (questions, changes, etc.).
•Assisting partners in issues pertaining to Expedia tools & applications.
•Assisting partners with live website issues & troubleshooting.
•Proactively call lodging partners to resolve any anticipated future issues.
•Manage first level accounting queries
•Handle the initial phase of hotel guest relocations
•Manage all accounting related process including accounts payable inquiries from •Contacting guest based on requests received for lodging partners, i.e. arrival time, transfers etc.
Be a part of test and Learn and projects
•Providing supplier self-service support and maintenance.
•Maintaining strong vendor relations with a positive attitude and outgoing nature.
•Create a superior traveler experience by pursuing quality in all processes and tasks
•Ensure that timeliness, speed, and quality of Tier 1 case work are optimal
•Support tool improvements by testing changes and escalating issues
•Manage communication and incorporation of changes to tools and processes.
•Foster quality in all work, with the traveler experience in mind
•Adhering to defined procedures, standards and performance expectations.
Experience, skills and education:
•Always there to help when possible to best be a part of overall APAC work, example, peaks and public holidays
•Fluent proficiency & comprehension in Hindi & English is required
•2-4 years’ experience and college/university or degree in Hospitality, Tourism or Business Administration is a plus but not required
•Experience in customer service oriented industry preferred
•Hotel/Travel -industry experience preferred
•Experience with Microsoft Office products.
•Willing/Open to work in weekends as well.
Drive for Results
•Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience.
•Basic Excel – User of MIS formats, Vlookup, Hlookup ,SUMIF & creativity for making complex data useful for Leadership team.
•Ability to handle difficult customer situations effectively; ability to set expectations and deliver information in a positive way.
•Results-oriented individual who will take ownership of problem resolution.
•Excellent time-management, organizational, multi-task and prioritization skills.
Written & Spoken Communications
•Quickly can demonstrate sound judgment, while abiding to guidelines and procedures ensuring clear and concise communication.
•The ability to communicate effectively at all levels from executive management to individual contributor.
•Keen eye for detail and high level of accuracy.
•Listens carefully and attentively to others’ opinions and ideas; listens to others’ perspectives and clarifies meaning before responding.
Work Effectively with Superiors & Peers
•Dependable and able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.
•The ability to work unsupervised and make independent work related decisions.
•Flexibility and willingness to assist where and when needed and directed by your supervisor.
Analytical Problem Solving & Decision-Making
•Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis.
•Make effective decisions within your authority regarding supporting Expedia suppliers, escalate as considers.
•Exercise good judgment in decision-making on behalf facility of supplier relationship management About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visithttp://bit.ly/expediabrands to learn more about our travel brands.
This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.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.