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Customer Service Representative (Japanese Speaker)

Singapore - Central Singapore


We're looking for multi-lingual customer service professionals to join our dynamic Customer Experience team. If you are self-driven and have excellent communication skills, we would like to hear from you.

In this role, you will be helping our users via email, chat, and phone, working closely with our Partner Success and Product team to deliver a WOW experience.

What you'll do

Manage interactions between traveler and partner – ensuring both parties have the best experience on our site

  • Offer assistance to travelers requesting suggestions on accommodations on assigned countries
  • Guide travelers on how to contact partners and pay for the booking
  • Contact partners to confirm availability and rates as appropriate
  • Assist partner on pricing clarification as appropriate
  • Facilitate booking modifications, issuance of refunds and payouts

Establish working relationships with VRBO’s key partners across the region

  • Contact partner to clarify on traveler related queries or issues
  • Work with local Partner Success team to escalate partners who need onboarding assistance or further engagement

Help educate our customers on using VRBO’s product and services

  • Assist travelers and partners on how to use our platform including our safety features

Manage and resolve customer complaints professionally and escalate issues appropriately

  • Assist in addressing traveler complaints by working with the appropriate teams – Partner Success, Product and Engineering and/or Marketing

Assist in mediating situations between travelers and partners

  • Investigate reports on check-in issues with available information
  • Assist in mediating disputes between traveler and host to decide on the best solution
  • Assist in refund negotiation for traveler cancellations

Investigate fraud listings and suspicious transactions

  • Identify suspicious listing and transactions against known fraud vectors
  • Assist with fraud investigations and action or escalate as necessary

Work proactively to meet targets and goals

  • Work with manager to define and track KPIs
  • Be proactive with suggestions on improving traveler and partner experience

Work on multiple tasks simultaneously

  • Work on additional projects as assigned which may include translations of Help content and FAQs
  • Review calls and emails handled to ensure adherence to quality standards

Who you are
You’ll fit this role if you have

  • 2 to 3 years of relevant experience in customer service/travel/hospitality industry.
  • Excellent communication skills (both verbal and written)
  • Fluent in English and Japanese (native)
  • Self-starter and a strong team player
  • Startup mentality and a strong desire to learn new skills
  • Self-motivated with a drive to excel

Why join us

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.


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, national origin, disability or age.

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Job Category
Customer Service Group

Job Function
Contact Center Operations

Singapore - Central Singapore

Job Type
Full-Time Regular

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