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EMEA IPM Service Account Associate - German speaker

Czechia - Prague

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EMEA IPM Service Account Associate  - German speaker

Are you passionate about travel?  

Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry?   

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

The IPM Service Account Associate position at Expedia Group offers this for you as we continue to build a culture of extraordinary service where you will provide front-line support working directly with our Integrated Partners (IPM), who list their inventory on the VR platforms.  

The role of the Lodging support teams is to manage all General support issues relating to Integration, whilst making recommendations to our Hosts. 

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, engaging with our Customers and internal stakeholders.  

What you'll Do:  

  • Provide service support to our Integrated Property Managers via Inbound and Outbound Phone support / Email 
  • Act as SPOC Support for our internal VR Partner-Success teams on general service issues, retaining ownership and ensuring appropriate communication until the issue is resolved 
  • Recommend OPPYs to our Integrated Partners to drive their property listing(s) performance revenue, advise on best use of our products, tools and Marketplace Standards 
  • Deliver outbound campaigns relevant to Market Performance for Unassigned Accounts not managed by Vacation Rentals Partner Success  
  • Be the primary point of contact for Tier-1 Integrated Tool and technical issues. You will analyze and diagnose severity levels by following appropriate procedures in order to identify the root cause.  
  • Escalate complex Tier-2 technical/tool issues whilst owning communication with our Customer and Partner-Success teams until issue is resolved  
  • Provide Integrated Tool Onboarding for existing none-integrated Customers by project managing integration requests from internal partners, seeing the process through to completion  
  • Act as Premium/Key Account Support for our internal Partner-Success teams on integrate tool issues   
  • 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  
  • Support internal stakeholders by attending Customer review meetings and PMSC European events, providing customer education and data insights  
  • Markets: Supporting our German Customers    


 

Who you are:

  • Communication:  Strong business verbal, written, questioning and listening skills in both English and German Language (essential)  
  • Experience: Background in Customer Support, B2B account management or Technical support  
  • Motivation: Highly motivated, focused, passionate about connecting to the Customer through building strong rapport   
  • Analytical: High attention to detail and the ability to interpret data providing Customer recommendations  
  • Technical: High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable  
  • Industry advantages: classified listings/travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential  
  • Openness:  Growth mindset, open to new ideas, embrace feedback  
  • Relationship building:  Ability to build effective relationships with internal stakeholders (Essential) 
  • Professionalism and team work: People-oriented and good interpersonal skills to build effective relationships. Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose and values. 
  • Problem solver:  Ability to quickly understand the problem and develop creative and workable solutions   
  • Task Orientation: Able to plan well and prioritize work. Balancing the need to engage in a positive customer relationship and deliver in line with personal and team Key Performance Indicators (Strong)   
  • Embrace change: Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)

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®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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-67072

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
Czechia - Prague

Job Type
Full-Time Regular

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