Lodging Service Associate, Emm

hace 2 semanas

Madrid, Madrid, España Vrbo A tiempo completo
Lodging Service Associate, EMM (Italian and English speaking)


The role of the Lodging support teams is to manage all general support issues for our most important VR Partner group and to make recommendations on how they can get the best out of their relationship with Expedia Group.

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, engaging with our customers and internal stakeholders.

What you'll do:

  • Handle Enterprise and Mid-Market Partner escalations and complaints and use any customer dissatisfaction insights to suggest product and policy improvements.
  • You will aim to understand Customer needs and focus on efficient contact handling, delivering the right solutions through education, and proactively providing insights to the management team/correspondent department
  • Recommend business opportunities to our Enterprise and Mid-Market partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards
  • Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success
  • Be the primary point of contact for tier1 integrated tool and technical issues experienced by IPM (integrated) Partners
  • You will analyze and diagnose severity levels by following appropriate procedures in order to identify root cause
  • Escalate complex tier2 technical/tool issues whilst owning communication with our customer and Partner Success teams until issue is resolved
  • Provide integrated tool onboarding for existing noneintegrated customers by project managing integration requests from internal partners, seeing the process through to completion
  • Act as premium/key account support for our internal Partner Success teams to integrate tool issues
  • Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience
  • Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behavior and create an environment of trust, health & safety
  • Support internal stakeholders by attending customer review meetings and Partner Success events, providing customer education and data insights
  • Support our UK, Ireland and European customers

Who you are:

  • Native or bilingual level of Italian + fluent English
  • Strong verbal and written communication skills
  • Background in Customer Support, technical support and/or B2B customer service experience
  • We are looking for people who are passionate about connecting to the customer through building strong rapport
  • Highly motivated and passionate about connecting to the Customer
  • Growth mindset, open to new insights, embrace feedback & coaching, and challenge our beliefs to deliver outstanding customer experience
  • High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable
  • Ability to build effective relationships with internal stakeholders
  • Peopleoriented and good interpersonal skills to build effective relationships
  • Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values
  • Ability to quickly understand the problem and develop creative and workable solutions
  • Able to plan well and prioritize work
  • Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs
  • Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia iscommittedto creating an inclusive workenvironmentwith a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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