Customer Service Associate - Spanish/English Support or Portuguese/English Support (6-Month Temporary Assignment)
At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Introduction to the Team
Expedia Technology teams partner with our Product teams to create 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 that drive loyalty and traveler satisfaction.
Expedia Group is looking for dedicated individuals with a passion for customer satisfaction to join our Service & Operations team for a 6-month temporary assignment. In this role, you will focus on resolving requests submitted by hotel partners and internal teams, while supporting the onboarding of new hotel partners. Working collaboratively across departments, you will bring a solutions-oriented mindset and proficient communication skills to every partner interaction.
In this role, you will:
Follow processes relevant to each work channel (e.g., callbacks, holds, interruptions) to minimize partner effort and ensure seamless interactions
Research and analyze data from various sources and tools to resolve partner issues, initiating contact where appropriate to drive complete resolution
Follow up with partners until issues are fully resolved or appropriately handed off to a supporting team
Communicate in a timely manner across multiple channels (voice, chat, email, case management), setting clear expectations for next steps
Handle and de-escalate complex or escalated partner issues, summarizing findings and articulating recommended solutions
Manage multiple tasks simultaneously, determining relative impact and urgency to meet deliverables accurately and on time
Maintain thorough case documentation, updating contact records and keeping stakeholders informed of progress
Identify recurring issues that may impact other partners and escalate to supporting teams to drive systemic resolution
Build working knowledge of products, technologies, and offerings to provide partners with relevant guidance and promote self-service tools
Recommend value-add products, services, and insights that meet partner needs and enhance their platform experience
Learn and propose improvements to processes and procedures to reduce partner effort and improve operational efficiency
Support the development, testing, and communication of operational policies and procedures
Experience and Qualifications
Required:
Proficiency in English and Spanish, or English and Portuguese
Bachelor's degree in a related field; or equivalent related professional experience
Advanced knowledge of Microsoft Office programs
Demonstrated ability to adapt quickly to new processes, systems, and changes
Solutions-oriented approach with a genuine interest in partner and traveler experience
Sound judgment in decision-making and effective, efficient issue resolution
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
.