Customer Service Representative - 12 months contract (Sydney)

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Customer Service Representative – 12 Months Contract (Sydney)

Are you passionate about travel?

Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational?

Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.

Supporting our Customers – Heart of what we do

We continue to build a culture of extraordinary service working directly with customers, our Hosts who list their properties and our Guests, who are looking to book a great vacation rental.

We welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, engaging with our customers and internal stakeholders.

The Opportunity:

As a Customer Service Representative, you will be supporting our hosts and guest by troubleshooting issues and providing resolutions.

This is a 12 months fixed term contract, based in our Sydney office.

What you’ll do:

  • Inbound Service: Support our Guests and Hosts via Phone/Mail channels

  • Outbound Service: Coaching our Hosts using Global-Plays to optimize listing and improve marketplace standards

  • Casework load: Ensure any follow up actions documented & actioned within Service Levels

  • Act as “Voice of the Customer” providing Policy, Process, Solution (AKP) or Product improvements

  • Providing technical troubleshooting support to customers.

  • Payment and commission disputes and processing Payments – manual payouts in the event of situations included in the custom payout process

Who you are:

  • Languages: Native (language) and Proficient English. Added Language a plus

  • Experience: Having worked in a customer service role, with banking applications, troubleshooting errors and basic management accounts.

  • Motivation: Highly motivated, focused, passionate about connecting to the customer through building strong rapport

  • Professionalism and team work: People-oriented and good interpersonal skills to build effective relationships. Maintain calmness under pressure with the ability to emphasize and identify with our mission, purpose and values.

  • Analytical: Attention to detail and ability to interpret information making sound recommendations

  • Communication: Exceptional business verbal, written, questioning and listening skills (Essential)

  • IT: High standard of computer literacy is essential, experience with CRM systems (considered a plus)

  • Industry advantages: Classified listings/travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential

Key Competencies

  • Openness: Growth mindset, open to new ideas, embrace feedback and challenge our beliefs to deliver exceptional customer experience (Essential)

  • Relationship building: Ability to build effective relationships with internal stakeholders (Essential)

  • Financial accruement: Financial management, numeracy and attention to detail

  • Task orientation: Able to plan well and prioritise work. Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)

  • Embrace change: Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)

  • Autonomous: Demonstrate initiative to handle tasks independently and work as one-team (Strong)

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group’s family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

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