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Customer Service Representative

Australia - New South Wales - Sydney


Would you like to work with a product that allows you to impact the lives of millions of people in a significant way? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? If so: we'd love to speak to you!

We are currently looking for a Customer Support Representative to join our team in Sydney. As part of the Customer Experience team, we continue to build a culture of extraordinary customer service working directly with property owners and property managers who list their properties and travelers who are looking to book a great vacation rental. We are the voice of Vrbo, bridging the gap between our sites and our customers. Consider us global detectives who dive headfirst into issues and questions and emerge with solutions.

We move quickly and deliberately using data to guide our decisions and testing to achieve breakthroughs. We welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, and engage in.

What you'll do:

  • Supporting our APAC  Customers: Inbound, Outbound Phone calls,  emails and live chat (Earlier shift is from 8 am to 4 pm and latest shift is from 10 am to 6 pm.)   
  • Partner Education: You will enable our Partners to optimise their property listing(s) potential through education, position relevant products, tools or services. 
  • Traveller education: Inform our Travellers how to search, enquire, book and stay at one of our 2 million unique places to stay
  • Team education: Once you have mastered the role you will be the subject matter expert to help train and support the new hires 
  • Backoffice: You will be handling a variety of back office tasks like billing, creating cases or invoices, processing payments. You will take part in outbound campaigns to support punctual business needs. Some special projects supporting business needs might also be assigned by your manager. 
  • Advocate for customer needs by developing & pitching new ideas - playing your role in revolutionising the travel industry by raising all issues and customer feedback. 
  • Participation: Share feedback with Management on issues related to performance, team morale and customer insights

Who you are

You'd be great for this role if you have/ are able to:

  • Experience: Background in Customer Support in either retail or contact centres
  • Focus on Customer Loyalty: We are looking for people who are able to understand our customer needs and deliver a world-class customer support
  • Motivation: Highly motivated and passionate about connecting to the customer
  • Openness: Growth mindset, open to new ideas, embrace feedback & coaching and challenge our beliefs to deliver exceptional customer experience
  • Communication: Strong verbal and written communication skills
  • Computer literate with basic troubleshooting experience.
  • Professionalism and team work: good people and interpersonal skills to build effective relationships. Maintain calmness under pressure
  • Analytical: Attention to detail and ability to interpret information making sound recommendations
  • Knowledge retention: ability to learn and retain knowledge of our products or services
  • Industry advantages: travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential
  • 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.
  • Benefits & Perks include:
  • Competitive health and insurance benefits
  • Competitive salary
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Great work space in a brand new office
  • Casual dress

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
Customer Service Group

Job Function
Contact Center Operations

Australia - New South Wales - Sydney

Job Type
Full-Time Fixed Term

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