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Customer Support Representatives (Customer Experience)

Malaysia - Selangor - Subang Jaya


Would you like to work with a product that allows you to impact the lives of millions of people in a noteworthy way? 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? If so, we'd love to speak to you!

We are currently looking to build a new team of Customer Support Representatives in Kuala Lumpur. As the pioneer team for Vrbo in Malaysia, you’ll take full ownership of end-to-end case management of customer escalations, making critical decisions in a startup-like environment.

About the brand: At Vrbo, we build a culture of outstanding customer service working directly with property owners and property managers who list their properties, as well as 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 welcome 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

Customer Support:

  • Assist customers on our product and services promptly via multiple channels (phone, chat and email, social media)
  • Manage and resolve issues and complaints with high quality resolution
  • Document and classify customer interactions and issues accurately in the appropriate systems
  • Report on emerging and recurring issues promptly
  • Adhere to internal processes and policies when interacting with customers
  • Maintain a positive, empathetic and professional attitude in all customer interactions

​Complaint Management

  • Triage case escalations and engage with customers on phone and email
  • Provide high quality resolution and service recovery
  • Demonstrate ownership of issues and collaborate actively with various teams for timely resolution
  • Document case details accurately and track issues promptly
  • Keep customers and stakeholders updated on case progress

Continuous Improvement

  • Build firm knowledge on product, processes and policies
  • Review and identify root cause for all escalated cases to propose improvements to reduce recurrence
  • Participate in UATs and provide feedback on customer experience
  • Share information and knowledge with team members through clear documentation and reports
  • Contribute actively to meetings and discussions to improve operation efficiency

Who you are

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

  • At least 4 years of experience in providing white-glove customer support, as well as troubleshooting services in a software or online platform environment.
  • Experience in applying RCA (root-cause analysis) to remove friction points in customer processes
  • Highly proficient in written and spoken English
  • Resolve disagreements and manage negotiations with tact and diplomacy
  • Manage time efficiently to deal with multiple type of tasks
  • Resourceful and thrive on challenges
  • A decisive self-starter who is comfortable with ambiguity
  • Work proactively with manager to meet targets and goals
  • Able to work shifts that span weekends and public holidays

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 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®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, 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

Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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