EMEA Product Support Representative - IPM - French speaking
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 (VR) for any getaway, often for less than the cost of traditional hotel accommodations!
What you'll do:
As a Product Support Representative, you'll provide front-line support working directly with our partners (Integrated Property Managers /IPM), who list their inventory on the VR platforms. The role of the Lodging support team is to handle all general support issues relating to Integration, whilst mentoring and coaching our partners. We coach, advise, educate and problem solve.
Provide a support service to our Integrated Property Managers, through inbound and outbound phonecalls
Act as Key Account Support for our internal Partner-Success teams on general service issues, retaining ownership and ensuring appropriate communication until issues are resolved
Coach our partners, helping them to optimise their property listing(s) performance. You'll explain how to best use our products, tools and marketplace standards
Integrated Tool & Technical Support
You will be the primary point of contact for Tier-1 Integrated Tool and technical issues. You will analyse and diagnose severity levels by following appropriate procedures in order to identify root cause
Escalate complex Tier-2 technical/tool issues whilst owning communication with our customer and Partner-Success teams until issue is resolved
You will provide Integrated Tool Onboarding for existing none-integrated customers by project managing integration requests from internal partners, seeing the process through to completion
You will act as Premium/Key Account Support for our internal Partner-Success teams on integrate tool issues
Customer Insights Advocate
Share feedback with our Leadership and Channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience
Maintain Market Place Standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behaviour and create an environment of Trust, Health & Safety
You will monitor customer contact data to identify education and improvement needs with internal teams to reduce contact-propensity and rebooking claims
You will support internal stakeholders by attending customer review meetings and PMSC European events, providing customer education and data insights
Who you are:
Strong verbal and written communication skills in both English and French. A third language is a bonus!
You have a background in Customer Service, B2B account management or Technical support
You are highly motivated, passionate, with ability to build strong rapport with our customers
Good people and interpersonal skills and are capable of easily building relationships
Growth mindset, you´re open to new ideas, embrace feedback & coaching
Capable of remaining calm under pressure and adapt quickly to changes
Analytical and have high attention to detail. Interpret data providing customer recommendations
High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable
Communication: Strong business verbal, written, questioning and listening skills (Essential)
Openness: Growth mentality, open to new ideas, embrace feedback
Relationship building: Ability to build effective relationships with internal stakeholders (Essential)
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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.