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Customer Support Representative

Australia - Sydney

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Would you like to work with a product that allows you to impact the lives of millions of people in an important way? Are you up for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational company? If so: we'd love to speak to you!

We are currently looking for a Customer Support Representative to join our team in Sydney. We continue to build a culture of outstanding customer service working directly with property owners and property managers who list their properties and travellers who are looking to book a great vacation rental. We're the voice of Vrbo, bridging the gap between our sites and our customers. Consider us global detectives who dive headfirst into issues and questions and emerge with solutions.

We move quickly and deliberately using data to guide our decisions and testing to achieve breakthroughs. We encourage new insights, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, and engage in.

What you'll do:

  • Supporting our APAC Customers: Inbound, Outbound Phone calls, emails and live chat (Earlier shift is from 8 am to 4 pm; latest is from 10 am to 6 pm. You might be asked to occasionally cover some hours during the weekend.)
  • Partner Education: You will enable our Partners to optimise their property listing(s) potential through education, position relevant products, tools or services.
  • Traveller education: Advise our Travellers how to search, enquire, book and stay at one of our 2 million outstanding places to stay
  • Team education: Once you have mastered the role you will be the subject matter expert to help train and support the new hires
  • Back office: You'll handle a variety of back office tasks like billing, crafting cases or invoices, processing payments. You will take part in outbound campaigns to support punctual business needs. Some special projects supporting business needs might also be assigned by your manager.
  • Advocate for customer needs by developing & pitching new insights - playing your role in revolutionising the travel industry by raising all issues and customer feedback.
  • Participation: Share feedback with Management on issues related to performance, team morale and customer insights

Who you are

You'd be great for this role if you have/ are able to:

  • Experience: Background in Customer Support in either retail or contact centres
  • Focus on Customer Loyalty: We are looking for people who understand our customer needs and deliver a world-class customer support
  • Motivation: Highly motivated and passionate about connecting to the customer
  • Openness: Growth mindset, open to new insights, embrace feedback & coaching and challenge our beliefs to deliver outstanding customer experience
  • Communication: Strong verbal and written communication skills
  • Computer literate with basic troubleshooting experience.
  • Professionalism and team work: good people and interpersonal skills to build effective relationships. Maintain calmness under pressure
  • Analytical: Attention to detail and ability to interpret information making sound recommendations
  • Knowledge retention: ability to learn and retain knowledge of our products or services
  • Industry advantages: travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential
  • Benefits & Perks include:
  • Attractive health and insurance benefits
  • Competitive salary
  • Frequent company update talks with our leadership team
  • Great work space in a brand-new office
  • Casual dress

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 the 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 organisation but keep our feet on the ground, 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®.

*LI-ET1

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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R-54853

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
Australia - Sydney

Job Type
Full-Time Regular

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