Lodging Support Services Agent - English Language Support

The Lodging Support Services Agent position requires a results-oriented individual to join Expedia's multilingual APAC operations center team. The Agent team supports Expedia customers and suppliers in: Guest Relocations, Supplier Training, Inventory Management, Single-Use Credit Cards, and Supplier Relations.
Responsibilities:
-Works directly with Expedia hotel partners (suppliers) in Expedia systems on behalf of market management teams in inventory management and other systems, training and guest support.
- Accesses up to 10 systems at any given time assisting suppliers and customers with resolution of financial questions, lodging or inventory inquiries and guest support.
- Provides customer service support assistance to Expedia guests with general questions.
- Provides support for escalated customer issues including re-accommodation (relocation to a new hotel) with accurate expense tracking and reporting.
- Successfully gather and analyze information in customer or supplier case management
- Assists Hotels with rejected card transactions - reissue credit cards numbers, provide training and usage guidance.
- Review accounting reconciliation data to ensure accuracy of processing.
- Makes effective decisions within his/her authority supporting Expedia customers and suppliers, escalate as necessary.
- Investigates and takes action to meet Expedia's needs.
- Growing functions in support of suppliers and customers - inventory management services, data entry, and training.
- Exercises good judgment in decision-making on behalf of customer and supplier relationship management
- Responsible for greeting customer in a courteous, friendly and professional manner according to company procedures.
- Responsible for guests relocations of hotel accommodations.
- Escalated Issues: Credits, Stop Sells, Closing Allotments, etc
- Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications.
- Book/change/cancel reservations for lodging properties and provide necessary follow through.
- Be highly effective in managing multiple projects simultaneously.
- A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely
- Maintain acceptable quality scores on all calls.
- Maintain acceptable level of performance.
- Provide solutions to the customer and provide any additional customer service /education as needed.
- Flexibility and willingness to assist where and when needed as directed by your Supervisor.
Qualifications:
- Fluent proficiency & comprehension in English is required and. Knowledge in
other APAC language(s) is an added plus.
- Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis
- Highly efficient internet and phone skills, MS Office programs and highly proficient/comfortable with computers
- Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
- Strong ability to multi-task while effectively communicating with partners/customers
- Strong time management skills
- Ability to develop effective solutions to difficult problems or situations
- Is confident about his/her ability to contribute effectively
- Independently driven to learn new applications, technologies, and skills
- Responds effectively under stressful situations
- With guidance, learns quickly on the job
- Takes responsibility for his/her actions and is receptive to constructive criticism
- Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience
Work Experience and Education Guidelines:
- Travel industry background with customer service support experience (preferred)
- Familiar with accounting terms and further financial operations will be an asset
- Previous experience in customer care position (preferred).
- University Degree (preferred)
- High School Degree or GED (required)
- Microsoft Office application skills, including Outlook, Access, and Excel
- Fluency with internet, computer usage and web-based application skills
Core Competencies:
Customer Focus - Agents are required to handle escalated customer situations, relocating guests from their original hotel to another hotel due to supplier not accommodating reservation.
Relationship Building - Agents are required to work with Market Management on high profile and expensive relocations in order to positively impact Expedia customer experiences.

About Expedia

Expedia is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia also provides in-destination concierge service and activity desks for travelers. The Expedia portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia's companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia is a component of the S&P 500 index. For more information, visit company website (NASDAQ: EXPE).

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