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Lodging Partner Associate Ii

4 months ago

กรงเทพมหานคร, Thailand Expedia Group Full time

Lodging Partner Associate II - Thai Language Support (Bangkok)

Assist in the resolution of customer* questions and inquires in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.

What you’ll do:

- Demonstrates attention during discussions by taking notes and asking clarifying questions
- Restates and reflects back information to check for understanding
- Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience
- Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues
- Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause
- Asks for clarification and validates understanding of messages by providing appropriate responses
- Handles and de-escalates issues that are escalated by customers*
- Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations
- Demonstrates ability to manage several tasks and meet deliverables with mínimal error
- Determines the relative impact and urgency of individual tasks
- Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines
- Highly effective in managing multiple software programs while conversing with different parties
- Categorizes cases appropriately, allowing further analysis of incidents
- Learns and suggests improvements to processes and procedures to help reduce customer* effort and improve operating costs
- Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs
- Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
- Provides adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employees
- Updates customer* contact information and maintains a history of contact activity
- Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks
- Completes work within established timeframes
- Anticipates customers’* needs and provides quality service that exceeds customers’* expectations by asking probing questions to identify the root cause
- Has strong problem-solving abilities and ensures the highest level of service is achieved
- Provides customers* with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's* experience
- Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility
- Begins developing relationships with customer* directly
- Provides customers* with basic, standard information regarding products/offerings
- Recommends value add products, services, and insights that will meet the customers'* needs and influence marketplace behavior
- Promote adoption of self-service customer* tools
- Acquires a basic understanding of how the department operates and fits into the larger organization
- Assists in the development, testing, and communication of operational policies and procedures

Who you are:

- Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimise customer* effort
- Researches and analyzes data from various sources and tools to resolve customer* issues
- Initiates contact with customers* where appropriate to solve the issue completely and to add value
- Assists customers* in using provided technology as appropriate to help customer* with future interactions
- Follows up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution
- Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties
- Summarizes issues of advanced complexity and frames recommended solutions
- Identifies when an issue might impact other or future customers* and escalates to supporting teams to drive resolution
- Knowledge of customer* case management software and tools. Advanced computer knowledge, including all core Microsoft Office programs
- Associate's degree or equivalent related professional experience
- 6-12 months Customer Service experience
- Assist in the resolution of customer* questions and inquires in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively

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