Lodging Partner Associate - Chinese Language Support (kuala Lumpur)

Lodging Partner Associate, Chinese Language Support

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

The Lodging Partner Associate role sits on the Traveler & Partner Service Platform (TPSP) in the Corporate Functions division of Expedia Group. We bring functional excellence and expertise across three areas: operations, shared capabilities, and product and technology to deliver the best service and operations experience in travel.

In this position, you will focus on providing inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them attract travelers.

You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.

We continue to build a culture of extraordinary customer service working directly with partner who list their properties and attract travelers, bridging the gap between our sites and our partner.

In this role, you will:

• Assist partners on our product and services promptly via multiple channels (phone, chat and email, social media)
• Lead and resolve issues and complaints with high quality resolution in inventory management, financial and training
• Document and classify interactions and issues accurately in the appropriate systems
• Report on emerging and recurring issues promptly
• Adhere to internal processes and policies when interacting with partners
• Maintain and promote excellent partner relations in a positive, compassionate, and professional attitude in all interactions
• Leverage Expedia Group's tool kit to increase the customers they attract on the Expedia Group platform
• Educate lodging partners on the self-service features available
• Build firm knowledge on product, processes, and policies
• Review and identify root cause for all intensified cases to propose improvements to reduce recurrence

Experience and Qualifications:

• Diploma, University Degree; or equivalent working experience
• Have at least a year of experience in white-glove customer support
• Proficient in written and spoken English and Mandarin proficiency are a must
• Strong intellectual curiosity and comfortable navigating ambiguity
• Work proactively with manager to meet targets and goals
• Able to work shifts that span weekends and public holidays
• Fluency with internet, computer usage, Microsoft Office products and web-based application skills
• Ability to handle situations effectively; to set expectations and deliver information in a positive way.
• Excellent time-management and prioritization skills.
• Listens to others' perspectives and clarifies meaning before responding
• Keen eye for detail and high level of accuracy
• Exercise good judgment in decision-making

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.