Customer Service Associate - German Speaker

Lodging Partner Associate (German & English speaker)

Assist in the resolution of customer questions and inquires in booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.

What you will do:

  • Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimise customer effort

  • Researches and analyses data from various sources and tools to resolve customer issues

  • Initiates contact with customers where appropriate to solve the issue completely and to add value

  • Assists customers in using provided technology as appropriate to help customer with future interactions

  • Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

  • Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties

  • Summarises issues of advanced complexity and frames recommended solutions

  • Identifies when an issue might impact other or future customers and escalates to supporting teams to drive resolution

  • Demonstrates attention during discussions by taking notes and asking clarifying questions

  • Restates and reflects back information to check for understanding

  • Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience

  • Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.)

  • Communicate with multiple parties (e.g., customers, partners, etc.) as needed to negotiate and resolve individual issues

  • Listens 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 cause

  • Asks for clarification and validates understanding of messages by providing appropriate responses

  • Handles and de-escalates issues that are escalated by customers

  • Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations

  • Demonstrates ability to manage several tasks and meet deliverables with minimal error

  • Determines the relative impact and urgency of individual tasks

  • Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines

  • Highly effective in managing multiple software programs while conversing with different parties

  • Categorises cases appropriately, allowing further analysis of incidents

  • Learns and suggests improvements to processes and procedures to help reduce customer effort and improve operating costs

  • Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs

  • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results

  • Provides adequate documentation on case records to notate interaction and support handling by other agents, customers, or customer service employees

  • Updates customer contact information and maintains a history of contact activity

  • Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks

  • Completes work within established timeframes

  • Anticipates customers’ needs and provides quality service that exceeds customers’ expectations by asking probing questions to identify the root cause

  • Has strong problem-solving abilities and ensures the highest level of service is achieved

  • Provides customers with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's experience

  • Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility

  • Begins developing relationships with customer directly

  • Provides customers with basic, standard information regarding products/offerings

  • Recommends value add products, services, and insights that will meet the customers' needs and influence marketplace behaviour

  • Promote adoption of self-service customer tools

  • Acquires a basic understanding of how the department operates and fits into the larger organisation

  • Assists in the development, testing, and communication of operational policies and procedures

Who you are:

  • 6-12 months Customer Service experience

  • Fluent in English and German

  • Associate's degree or equivalent related professional experience

  • Knowledge of customer case management software and tools

  • Advanced computer knowledge, including all core Microsoft Office programs

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