Lodging Partner Associate – Italian and English Speaking

Job title: Lodging Partner Associate – Italian and English Speaking

Company: Expedia


Job description: 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 global hybrid work setup (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.Lodging Partner Associate – Italian and English SpeakingAssist in the resolution of customer* questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services. Experienced at resolving issues of advanced complexity and skilled to handle higher-level tasks.What you’ll do:Works alongside other teams to resolve customer* queries and escalates issues as appropriate to resolve complaints and/or complex issuesAssists and encourages customers* in using company’s platforms and systems and generally promotes company’s services and productCommunicates in a timely manner and sets expectations regarding next steps and/or obligations of all partiesMay be required to assist in mediating situations on behalf of the company, including between parties (e.g., traveler and partner)May be required to answer complex business questions with a pragmatic approach and with little supervisionProactively looks for issues which might impact other or future customers* and escalate to supporting teams to drive resolutionListens 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 causeEncourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreementHandles and de-escalates issues that are escalated by customers*Communicate analysis findings and recommendations, both strategic and tactical, to colleagues, stakeholders, and leadership in a clear, concise, and influential mannerProvides feedback to peers and shares tips with and mentors low-performing colleagues to help them improveMonitors non-verbal reactions of others to identify and respond to areas of interest or concernEnsures all viewpoints have been heard and discussed before reaching conclusions, offering guidance, or asserting own viewsBalances several projects and tasks simultaneously with minimal error and without losing track of important details or deliverablesDetermines the relative impact and urgency of time-sensitive and complicated projects and tasksSupports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the departmentDemonstrates initiative to handle tasks independently while working as one teamCategorizes cases appropriately, allowing further analysis of incidentsProduces and analyzes data, providing insights for sales, operations, and customers*Learns and suggests improvements to processes and procedures to help reduce customer* effort and improve operating costsProvides information to support creation of knowledge base articles, enhancements to templates, etcFollows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks and project responsibilitiesIdentifies the objectives and resources required to successfully complete a project and completes work within established timeframesAllocates time to self-development while maintaining productive outputAnticipates customers’* needs and provides quality service that exceeds customers’* expectations by asking actively probing questions to identify the root cause. Thinks ahead of possible questions in order to reduce contact propensityHas strong problem-solving abilities and ensures the highest level of service is achievedProvides the customers* with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer’s* experienceDevelops deeper understanding of both standard offerings and major areas of expertiseApplies products alongside policies to solve and troubleshoot customer* queriesDevelops relationships with customer* directlySkilled at adding value through recommendations of products, services, and insights that will meet the customers’* needs and improve marketplace performancePromote adoption of self-service customer* toolsMay assist in creating opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to build customer* accountMay develop relationships with customer* account team, including key buyers/decision makersMay participate in face-to-face customer* events to promote company products, tools, market insights, and to resolve customer service issuesAcquires a basic understanding of how the department operates and fits into the larger organizationBegins to develop awareness of the policies, practices, trends and information that impact the organization and its customers*Assists in the development, testing, and communication of operational policies and proceduresMay research, analyze, and resolve (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issueMay navigate large-scale and complex data sources, from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholdersMay be asked to review existing materials, research key topics, and share learnings with team and/or other stakeholder groupsWho you are:1 year+ Customer Service experienceAssociate’s degree or equivalent related professional experienceFunctional and Technical SkillsStrong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using other customer relationship management or travel industry applications#LI-RB6Accommodation requestsIf 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 through the .We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.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. CST: 2029030-50Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is .Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Expected salary:

Location: Praha

Job date: Sun, 09 Mar 2025 06:51:01 GMT

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