You, As Hotel Shared Services (HSS) Agent based in Manchester, will work closely with internal departments and customer services across Egencia and the wider Expedia.com business to resolve any issue that our clients may have when booking a hotel through our platform, predominantly dealing with our Mandarin speaking clients.

• Answer requests made over emails and phone from our customer service teams, and other Egencia departments across Europe accurately and efficiently

• Perform quality control on bookings, liaising directly with Hoteliers to resolve any issues that arise, such as overbooking or special service requests etc.

You ideally have experience of working within a Hotel / Reservations environment, possessing knowledge of a hotel reservation system, although those coming from the wider travel industry would also be considered. You will have fluent written and spoken English, as well as fluent written and spoken Mandarin, as most of your interaction will be with our partners and clients that are based in Mandarin speaking countries.

• We believe in being Different. We seek new ideas, different ways of thinking, diverse backgrounds and approaches, because averages can lie and sameness is dangerous. Because of this belief, our norms aren't rules or universal at all corners of our company. But they are important to our identity and how we work together. Like our company, these norms will evolve.

• We are Transparent. We communicate openly and honestly, at all levels, upwards, sideways and downwards. We surface difficult issues quickly, we act, we learn.

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• We believe in the Scientific Method. Everyone’s ideas are equal in the face of hard data. We use data to guide but not define our actions.

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