Customer Support Representatives (Japanese-language support)
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 Japanese-language support team in Kuala Lumpur, Malaysia. 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 welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, and engage in.
Vrbo is part of the Expedia Group family of brands. We are a world leader in the holiday rental industry with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect beach house, cottage, or apartment for any getaway. Our mission is to make every holiday rental in the world available to every traveler through our online marketplace and we're committed to helping families and friends find the perfect holiday rental to create unforgettable travel memories together.
What you'll do:
Assist travelers and partners 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
Educate partners to enable them to get maximum value from our products
Document and classify customer interactions and issues accurately in the appropriate
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
Develop in-depth knowledge on product offerings, processes, and policies
Share information and knowledge with team members through clear documentation and reports
Contribute actively to meetings and discussions to improve operational efficiency
Who you are:
You'd be great for this role if you have/ are able to:
Proficiency in English and Japanese (native proficiency)
Min 2 years of relevant experience in hospitality or service industry
Excellent listening and organizational skills
Adaptable and willingness to learn
Good work ethic to build trust and mutual respect with co-workers
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®, 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-ET1Expedia 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.