Lodging Partner Associate - Chinese Language Support (Kuala Lumpur)

Expedia, Inc.; Subang Jaya; On-site; MYR 35,000 - 50,000; Full time

Job summary

A leading global travel company based in Malaysia is seeking a Lodging Partner Associate to provide exceptional customer support to hotel partners. The successful candidate will manage inbound and outbound inquiries, educate partners on tools, and resolve issues. Candidates must have proficiency in English and Mandarin, with previous experience in customer support. This role features a full benefits package and opportunities for career development.

Benefits

Flexible work model

Generous time-off

Full benefits package

Qualifications

• At least 1 year of experience in white-glove customer support.
• Proficient in English and Mandarin is a must.
• Ability to manage time effectively and prioritize tasks.

Responsibilities

• Assist partners promptly via various communication channels.
• Resolve issues with high-quality resolutions.
• Document and classify partner interactions accurately.
• Educate lodging partners on self-service features.

Skills

Written and spoken English proficiency

Mandarin proficiency

Time-management skills

Customer support experience

Education

Diploma or University Degree

Tools

Microsoft Office

Job description

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.

Lodging Partner Associate, Chinese Language Support

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

Introduction to the team

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.

Responsibilities

• 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

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. CST: 2029030-50

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

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.