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Customer Service Associate (German & English Speaker)

Spain - Madrid


Customer Service Representative (German & English Speaker)

Are you passionate about customer service? Do you speak German and English? This could be the role for you!

Here at Expedia Group we’re in the business of building memories. Our mission is to power global travel for everyone, everywhere and our Customer Service Associates are key to making this a reality. 

We continue to build a culture of extraordinary service working directly with hosts, who list their properties, and travellers, who are looking to book a great vacation rental! We are the voice of our brands like 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. 

What you'll do:

  • Supporting our Customers: Inbound/outbound Phone, Chat, Email and Social media, understand our customers to provide workable solutions 

  • Ownership: You will seek to understand customer needs, delivering the right solution first time, every time

  • Educate: You will educate our Customers to optimise their business potential

  • Customer Advocate:  Retaining customer loyalty through problem solving, flagging new ideas to simplify our process in a safe and trusted environment

  • Performance Metrics:  Our entire European team share the same success metrics, support, educate, coach, and resolve all our customers issues

  • Share feedback: with Management relating to performance, team morale and customer insights

  • Resolutions:  Ability to identify root-cause of any problem, using our Process + Polices to resolve any issue in a timely manner

Who you are:

  • Communication: Strong verbal and written communication skills in German and English (Native or bilingual level ideally), negotiation skills is a plus

  • Experience: Background in Customer Support in either retail or contact centres, account optimization and/or solving complex customer complaints is a plus

  • Focus on Customer Loyalty: We are looking for people who can understand our customer needs and deliver a world-class customer support

  • Motivation: Highly motivated and passionate about connecting to the customer

  • Openness: Growth mindset, you’ll be open to new ideas, embrace feedback & coaching, and challenge our beliefs to deliver exceptional customer experience

  • Professionalism and teamwork: 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

Why join us:

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®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.

About Vrbo:

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, the site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. 

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

Spain - Madrid

Job Type
Full-Time Regular

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