Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Lodging Service Associate

In this position, you will focus on supporting the onboarding process of new hotel partners brand websites, maintaining property descriptions and resolving inquiries from hotels and internal teams. You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide simple, rapid, competent support experience. Dedicated and compassionate when dealing partners, you will work closely with other departments to ensure the best resolution.

What you’ll do:

• Efficiently resolve customer inquiries through various channels (e.g., phone, email), ensuring minimal customer effort

• Research, analyze, and resolve (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue

• Works alongside other teams to resolve customer queries and escalates issues as appropriate to resolve complaints and/or complex issues

• Manage multiple tasks with precision and meet deadlines consistently

• Assists and encourages customers in using company's platforms and systems and generally promotes company's services and product

• Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties

• Assist partner onboarding their property on the platform

• Promote adoption of self-service customer tools

• Assist in the resolution of customer questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services

• Experienced at resolving issues of advanced complexity and skilled to handle higher-level tasks

Who you are:

• Proficiency in Japanese and English language skills

• 1 year+ Customer Service experience Education Associate's degree or equivalent

• Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using other customer relationship management or travel industry applications

• Hotel/Travel -industry experience will be a plus

• Fluency with internet, computer usage and web-based application skills

• Experience with Microsoft Office products and various call center support programs

• Has strong problem-solving abilities and ensures the highest level of service is achieved

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.