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Lodging Partner Associate

3 months ago

gurugram, India Expedia Group Full time

Lodging Partner Associate

What you’ll do:

  • Respond to queries related to booking, basic finance related queries - rate calculations, refunds, configuring, or consuming Expedia Group travel-related services

  • Respond to inventory management inquiries

  • Process partner transaction requests and support inquiries relating to rates and inventory

  • Proactively contact lodging partners to seek clarification and resolve issues. Initiate contact with customers* where appropriate to solve the issue completely and to add value

  • Follow processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer* effort

  • Research and analyze data from various sources and tools to resolve customer* issues

  • Follow up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

  • Communicate in a timely manner and set expectations regarding next steps and/or obligations of all parties

  • Summarize issues of advanced complexity and frame recommended solutions

  • Identify when an issue might impact other or future customers* and escalate to supporting teams to drive resolution

  • Advocate and educate partners on self-service support (as recommended by process)

  • Maintain strong stakeholder and partner relationships with a positive attitude and outgoing nature

  • Adhere to defined policies and procedures while meeting performance expectations

  • Keen to be a part of test and learn projects

  • Respond to critical & complex lodging partner issues, partner with market managers and other internal teams

  • Constantly have a growth mindset – open to quickly adapt to changes

  • Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience

  • Demonstrate ability to manage several tasks and meet deliverables with minimal error

  • Determine the relative impact and urgency of individual tasks

  • Provide adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employees

  • Learn and suggest improvements to processes and procedures to help reduce customer* effort and improve operating costs

  • Recommend value add products, services, and insights that will meet the customers'* needs and influence marketplace behavior

  • Provide customers* with opportunities to improve their platform experiences and actively share information on features and updates which can enhance the customer's* experience

  • Has strong problem-solving abilities and ensures the highest level of service is achieved

 

Who you are:

  • Good communication skills – English

  • Bachelor’s degree or related technical field; or Equivalent related professional experience

  • Experience in customer service-oriented industry desirable

  • Hotel/Travel -industry experience is a plus

  • Experience with Microsoft Office products and other system applications

  • Open to work in a 24*7 work environment (rotational shift and willing to work on weekends)

  • Ability to quickly learn processes and tools, and keep up with rapid changes

  • Excellent English proficiency and communicator

  • Strong attention to detail, speed, and accuracy

  • Ability to work and learn independently, as well as collaborate with teams from other geographies

  • Excellent organizational, time-management, and quality-control abilities

  • Excellent communication skills to share best practices, and flexibility to adopt process improvements

  • Proficiency in Microsoft Word, Excel, Outlook and other applications required

  • Interest and/or experience in metrics, reporting, and data analysis a strong plus