Support Specialist (German) - Hotel Partners Prague, Praha

Support Specialist (German) - Hotel Partners

**Lodging Partner Associate II (German-speaking markets)**
Assist in the resolution of customer questions and inquiries about booking, configuring, or consuming Expedia Group travel-related services. Adept at resolving issues efficiently and effectively.
**What youll do**:
- Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimise customers effort
- Researches and analyzes data from various sources and tools to resolve customers issues
- Initiates contact with customers where appropriate to solve the issue completely and add value
- Assist customers in using provided technology as appropriate to help them 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
- Summarizes 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 and format based on audience
- 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 mínimal 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
- Categorizes 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 note 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
**Who you are**:
- Fluent in English and German
- Experience of 6-12 months in Customer Service
- Associates degree in a related field or equivalent professional experience
- Knowledge of the customers case management software and tools
- Advanced computer knowledge, including all core Microsoft Office programs
- 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 customers 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 behavior
- Promote adoption of self-service customer tools
- Acquires a basic understanding of how the department operates and fits into the larger organization
- Assists in the development, testing, and communication of operational policies and procedures
**About Expedia Group**
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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, natio

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