Lodging Service Associate - Portuguese​/English

Overview

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.

Why Join Us?

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.

Introduction to the team:

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

Expedia Group is currently looking for motivated individuals who have an obsession for customer satisfaction to join our Service & Operations team. In this position, you will focus on resolving requests submitted by hotels and internal teams. You can also support the onboarding process of new hotel partners. Dedicated and conscientious when dealing with partners and travelers, you will work closely with other departments to ensure the best resolution.

• Utilize advanced customer service skills and collaborate with cross-functional teams to address customer inquiries. Escalate issues as necessary to resolve complaints and complex problems through various support channels, including live chat, inbound and outbound calls, and email/case management.
• Use strong problem-solving abilities to provide accurate responses with a positive approach and service behavior.
• Respond to inquiries or requests in inventory management and data entry, including calling partners to resolve current and future issues.
• Build and update products.
• Collaborate with internal teams to respond to critical and elaborate hotel partner issues.
• Proactively call out systemic issues and process gaps to leads/seniors.
• Provide financial transaction support (disputes, questions, etc.) to partners across multiple account models when required.
• Administer accounting-related processes, including accounts payable inquiries from lodging partners when required.
• Promote valuable services such as assisting hotel partners to self-serve.
• Perform additional tasks associated with testing and learning, content or process improvement as assigned.
• Assist and encourage customers in using company platforms and systems and generally promote company's services and product.
• Assist partner onboarding their property on the platform. Ensure that the product is complete and accurate, by types of room build, rate plans, rates and inventory.

• Proficiency in English and Portuguese
• Experience in the customer service industry
• Hotel/Travel industry experience will be a plus
• Bachelor’s degree in related field; or equivalent related professional experience
• Tech savvy
• Analytical
• Familiar with accounting terms and further financial operations will be an asset
• Strong ability to adapt to changes and learn new processes and systems quickly
• Solutions approach and a true interest for the partner and the traveler experience
• Exercise good judgment in decision-making
• Proactive approach
• Excellent time-management and prioritization skills
• Listens carefully and attentively to others’ opinions and ideas
• Listens to others’ perspectives and clarifies meaning before responding
• Keen eye for detail and high level of accuracy
• Ability to handle situations effectively; set expectations and deliver information in a positive way

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