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B2B Customer Service Hotel Specialist Croatian/English Speaking - 6 Months

Greece - Athens


Who we are:

As the frontline support organization to Expedia’s lodging supply partners, our Market Operations Organization (MO) provides a key role in supplier satisfaction and has a close working partnership with Expedia account managers/market managers. We take that pretty seriously; the MO organization has around 1800 and growing employees based around the world and is in approximately 30 countries.

We’re about improving the experience of our lodging supply partners. Being in the travel industry, that’s our bread and butter. 

We’re responsible for coordinating across all lodging supply partners for travel purchased through multiple Expedia brands across the world, including the websites of Expedia Group and its affiliates. Key MO functions include new hotel onboarding, loading of promotions, room types and rate plans, settlement/reconciliation, content management (amenities, media, ratings), technical support, pre-travel support (e.g., schedule changes, relocations), training.

We believe a good experience is key to happiness; join us to make that experience even better.

The Role:

This fast-paced role offers a great opportunity for goal and process-orientated people with a fine eye for detail to support key operational tasks including, but not limited to; assisting new and existing partners with content loading (adding property amenities, photos, star ratings and hotel data such as name and location), room type and rate plan creation, promotion loading, extranet training/password resets etc., partner service issue management, payment and accounting issues

In this role you will complete work to program standards, while working and communicating with hoteliers and colleagues from market management, content, media, star ratings, data management, and localization teams. You will possess solid customer-service skills and be able to interact clearly and professionally with partners by email and telephone. Fluency in <local language> and English is required. Please apply only if you feel you will fit in with a strong team whose members are exceptionally conscientious, hardworking, and thorough.

What you’ll do

  • Provide operational support inclusive of revenue generating work-types and complex supplier relations issues to hotel partners and Market Management team.  Educate and inform suppliers on self-service functions.
  • Work efficiently towards daily targets and team metrics; complete all work to program standards as defined for each process; focus on continuous improvement
  • Successfully gather and analyze information in partner support case management
  • Understand lodging/property types in the travel industry and the differing services and amenities featured 
  • Make effective decisions within his/her authority supporting Expedia suppliers, escalate as necessary. Investigates and takes action to meet Expedia’s needs.
  • Be highly effective in managing multiple tasks simultaneously.
  • A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely
  • Flexibility and willingness to assist where and when needed as directed by Manager.
  • Ability to work and thrive in a multi-tasked, fast paced environment.
  • Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis

Who you are

  • Fluent proficiency & comprehension in Croatian and English is required
  • Degree required or related work experience
  • Travel industry background with customer service support experience (preferred), but could be a university graduate with the appropriate competencies
  • Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience
  • Fluency with Internet and online search; ability to learn new software, tools, and technical processes quickly
  • Open communication with colleagues to share best practices and flexibility to adhere to process improvements
  • Ability to work and learn independently, as well as collaborate with larger teams
  • Proven ability to resolve a high volume of work in a time-pressured environment or work queue
  • Excellent telephone manner
  • Excellent organizational, time-management, and quality-control abilities
  • Proficiency in Microsoft Word, Excel, Outlook required
  • Experience working with SharePoint, Salesforce tools a plus

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

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.


Job Category
Creative/Content Group

Job Function

Greece - Athens
Croatia - Zagreb

Job Type
Full-Time Fixed Term

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