Dansktalande kundtjänstmedarbetare till Expedia

AGENT - Lodging Support Services – MUST be fluent in Danish                                                                                 
 
Team Overview
The Lodging Support Services team focuses on providing support for Expedia customers and Expedia hotel partner (supplier) experience including efficient transaction processing and providing mission critical linkages between our customers, Expedia, and our partners.
General Responsibilities:

• Interact directly with customers and suppliers in escalated scenarios wherein customers are relocated from their originally-booked hotel or destination service, often in a "save the sale" scenario.
• Identify, and extensively document, relocation root cause drivers, and support back-office reporting to Market Manager and Sales Account Management teams.
• Provide timely, courteous, and professional customer service to hotel partners, service providers, Market Managers, or Customer Service, often in escalated scenarios.
• Work with customers and strive to delight them with the new accommodation or service, despite the situation.
• Handle escalated issues and queries initially addressed by frontline agents in hot/warm transfers with customers or hotel partners on the line.
• Communicate with Market Managers and hotel partners to determine root cause of relocation requests, identify possible alternative solutions, and explain possible cost ramifications, in attempt to prevent the relocation, encourage hotels to accommodate while maintaining balance of professionalism and customer advocacy.
• Contact customers to determine relocation preferences, and research alternate accommodations, using company-provided tools and keeping guest needs and preferences in mind.
• Calculate options, advise customers of compensation incentives, weighs options, and determine best the overall resolution that balances costs and customer needs and/or requirements.
• Maintains queue of assigned customer cases, and ensure resolution within established timeline.
• Create customer cases for each property requiring relocations or guest contacts.
• Contact customers on behalf of hotel properties when hotel partners do not have contact information on Expedia or Hotels.com customers.
• Issue guest refunds or financial adjustments, as required.
• Assist hotel partners with credit card billing issues, and document all inquiries, processed refunds or charges, and final resolution.
• Work with hotel properties to complete emergency stop-sells of property inventory, as requested.
• Maintain and promote excellent client relations by managing prompt and accurate response to email and phone communications from lodging suppliers.
• Responsible for 2 hr resolution response SLA in closing out inventory of destination services.
• Contacts properties to verify special needs amenities are available to meet guest needs, including mobility impaired or special accommodations requested by customer at booking.

Requirements:

• Fluent proficiency and comprehension in Danish is required – native speaker is preferred.
• Fluent proficiency and comprehension in English is required.
• Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis.
• Highly efficient internet and phone skills, MS Office programs and highly proficient / comfortable with computers.
• Ability to handle difficult or irate customers effectively, ability to set expectations and deliver information in a positive way.
• Strong ability to multi-task while effectively communicating with partners/customers.
• Strong time management skills.
• Ability to develop effective solutions to difficult problems or situations.
• Is confident about his/her ability to contribute effectively.
• Independently driven to learn new application, technologies, and skills.
• Responds effectively under stressful situations.
• With guidance, learns quickly on the job.
• Takes responsibility for his/her actions and is receptive to constructive criticism.
• Professional customer service skills, solutions mindset, helping nature, passion for the customer and the customer experience

About Expedia:
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners.
 
Rollen är en tillsvidaretjänst med placering i Stockholm. Det är ett absolut krav att du kommunicerar flytande på danska både i tal och skrift.
 
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