HomeAway Inc., an Expedia group are the world’s leading vacation rental website with over 2 million unique places to stay in 190 countries a global platform spanning over 50 websites and 23 languages. Our mission is to make every vacation rental in the world available to every traveller in the world through an online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together.
Purpose of the role
This person will thrive in a dynamic, ever evolving marketplace and provide top-notch customer service to millions of people every year. As Customer Service Representative you will an adaptable, resourceful problem solver, possess basic troubleshooting experience and above all, strong written and verbal communication skills able to reliably deliver information concisely and accurately.
Support and provide superior customer service via telephone and email.
Achieve customer satisfaction and response time targets.
Use questioning and listening skills that support effective telephone communication.
Build positive rapport with different types of customers over the telephone.
Quality checking and review of new listings.
Initiate process improvements to continually enhance customer experience through operational efficiency.
Off phone duties include spreadsheet maintenance, working on presentation of property listings, creating subscription contracts, processing sales and payments.
Follow up any product performance concerns to ensure continued customer satisfaction.
Maintain strong local knowledge of day-to-day developments relating to the holiday rental market.
Qualifications & Experience
1-2 years' customer service experience.
Relevant experience working on travel industry websites, online advertising or B2C websites desirable.
High standards of computer literacy and keyboarding skills. Experience with business support software applications such as MS Office (Word, PowerPoint, Excel).
Basic troubleshooting experience (preferred).
Strong written and oral communication skills.
Flexible and adaptable to change.
Autonomous and reliable to deliver great results.
Excellent problem solving ability.
Some of the perks you will enjoy
A casual dress code - be yourself!
Stunning offices in the CBD with 180 degree Harbour views.
Kitchen stocked with free food, free drinks and a great coffee machine.
A social committee who organise quarterly events.
The opportunity to work with a dynamic, driven and empowering team.
Training and development provided to expand your career.