Lodging Service Associate - Portuguese/English Support

Expedia Group; Ciudad de México; Presencial; USD 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking motivated individuals to join their Service & Operations team as Lodging Service Associates. This role focuses on providing exceptional customer service to hotel partners and travelers, ensuring smooth onboarding processes and effective issue resolution. The company fosters a vibrant and inclusive culture, offering a full benefits package and exciting travel perks. With a commitment to innovation and excellence, this opportunity allows you to make a meaningful impact in the travel industry while developing your career in a supportive environment.

Servicios

Flexible Work Model

Generous Time-Off

Parental Leave

Career Development Resources

Exciting Travel Perks

Formación

• Proficiency in English and Portuguese is required.
• Experience in customer service and hotel/travel industry is a plus.

Responsabilidades

• Resolve requests from hotels and internal teams with a focus on customer satisfaction.
• Collaborate with cross-functional teams to address inquiries and complaints.

Conocimientos

Customer Service Skills

Problem-Solving

Analytical Skills

Time Management

Attention to Detail

Adaptability

Communication Skills

Educación

Bachelor’s Degree in Related Field

Herramientas

Case Management Software

Descripción del empleo

Pay Competitive

Employment type Full-Time

Job Description

• Req#: R-95054

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.

Lodging Service Associate - Portuguese/English Support

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. Also, you can be supporting 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.

In this role, you will:

• 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, data entry, including calling partners to resolve current and future issues.
• Building and updating products.
• Collaborate with internal teams to respond to critical & elaborate hotel partner issues.
• Proactively call out systemic issues and process gaps to leads/seniors.
• Handle 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 test & learns, content or process improvement as assigned.
• Assist and encourage customers in using company's platforms and systems and generally promote company's services and product.
• Assist partners in onboarding their property on the platform. Ensure that the product is complete and accurate, by types of room build, rate plans, rates, and inventory.

Experience and qualifications:

• Proficiency in English and Portuguese.
• Experience in 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.
• Familiarity 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.
• An individual who is proactive.
• Excellent time-management and prioritization skills.
• Listens carefully and attentively to others’ opinions and ideas.
• Keen eye for detail and high level of accuracy.
• Ability to handle situations effectively; to set expectations and deliver information in a positive way.

#LI-AD1

Accommodation requests

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 through the Accommodation Request.

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.

Employment 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. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

About the company

Expedia Group is an American online travel shopping company for consumer and small business travel.