Lodging Service Associate

hace 1 semana

Madrid, Madrid, España Expedia Group A tiempo completo
Lodging Service Associate (French and English speaking)


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 company? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.


The Lodging Service Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service working directly with Customers: our Hosts, who list their properties, and our Guests, who are looking to book a great vacation rental.

We welcome new ideas, opinions, and pitches that 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:

  • Add value to their property listing(s) potential and improve marketplace standards by making Outbound calls to Hosts, to provide recommendations using Global-Plays through different CRM tools
  • You will aim to understand Customer needs, because of either Guest bookings or Host education and focus on quick contact handling, delivering the right solutions through education, and proactively providing insights to the management team/correspondent department
  • Act as the customer's point of contact for Executive Escalation complaints, with a focus on resolving primary and secondary concerns at all times working towards a resolution
  • Being responsible for newhire rampups, ensuring in depth training on daily tasks is provided, allowing new team members to execute their duties posttraining
  • Handling time sensitive prelitigation cases which require both extreme care and attention to detail at all time
  • Providing dedicated and effective support to our Partner Success Teams on a daily basis, using internal tools such as Slack and ensuring positive outcomes for escalations from high value and managed accounts
  • Working closely with Billing Teams to resolve highrisk chargeback cases for customers, and specifically in reviewing cases of chargeback abuse which could impact the business negatively in the longterm

Who you are:

  • Native or bilingual level of French + fluent English
  • Strong verbal and written communication skills
  • Background in Customer Support and B2B performance (considered a plus)
  • We are looking for people who are able to understand our customer needs and deliver a worldclass service
  • 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

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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