VRBO - Customer Service Manager

Paris • Stage Post laurea • Servizio Clienti
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Are you looking for a new challenge in a fast-paced environment that offers the agility of a start-up but with the resources of a multinational?

Would you like to work with a product that allows you to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories?

That is what we do here at Vrbo, part of the Expedia Group.

Our mission is to make every holiday rental in the world available to every traveller in the world through our online marketplace. We're committed to helping families and friends find the perfect holiday rental to create unforgettable travel experiences together.

CE & Services, your next opportunity:

We continue to build a culture of world-class service working directly with Partners who list their properties and Holiday makers, travellers, who are looking to book a great vacation rental. We are the voice of 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.

CE & Services offer an environment of continuous development where you can become your best; we play to win openly discussing options and solutions to enable our customers. With a combination of perks, benefits, social activities, and learning opportunities, we invest every day in our most important asset: our people.

Our people have what it takes to succeed

Our people have what it takes to succeed; 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, engaging with our customers and internal stakeholders.


The Opportunity

Manage, motivate and lead the FRCS Customer Support Representatives based in Marseille. The team manage all service support issues, educate partners on Vrbo products/tools to enable booking growth and we are the advocate for our customers providing customer insights. We deliver this support to both our customers, our integrated property partners, and internal departments.


Key responsibilities:

Operation Delivery

Performance Metrics: Supporting the delivering of contact centre performance metrics: Contact Propensity, Contact-Resolution, Csat, ASA, Service Level, NPS, Utilisation & Partner-Education
Hygiene Metrics:Supporting schedule adherence, average-handling + wrap time and Quality
Support Channels: Responsible for service level delivery for Inbound/Outbound Phone, Chat and Email support to our Integrated Property Managers
Front Line Support: Deliver first line support to our customers with general services across our teams in London, Madrid and with our Out-Of-Business teams.
Accountable for resolving customer or executive escalations, ensuring prompt resolution and customer retention
Liaise with WFP to ensure our teams working across multiple sites are utilised ensuring resources are used effectively and responsibly.
One European-team: Integrate with internal EU teams ensuring alignment with Regional strategic goals, acting as customer advocate at Partner meetings/MBR/QBR’s.

Our People

Employee lifecycle: Supporting recruitment, on boarding/ramp, training, coaching and performance management
Enabling our People: Inspire our people by enabling a deep understanding of Expedia, Vrbo and CE & Service strategic goals; revolutionize travel through the power of technology
Our People: Lead employee development through clear goal setting, training plans, regular coaching and performance reviews.
Learning & Development: Through our Global Passports L&D program ensure continuous development of our people and “our next leader” readiness.
Quality Monitoring: Working with Global Quality Advisor to delivery consistency across all CE & Service teams by identifying coaching, training, process improvement or knowledge needs.
Your Development: Demonstrate a commitment towards your own continuous personal development, attend training sessions as required and actively participate in Lunch & Learns, company all-hands and Academy’s
Identify knowledge gaps within training, process and knowledge-articles to create a continuous improvement feedback

Customer Insights Data

Share feedback with Management and Partner-Success for new ideas on how to improve customer experience - playing your role in revolutionising the travel industry!
Insight Reporting: Working with our Global data and integrated support teams, identify reporting needs to enable the business to reduce contacts whilst driving booking conversion
Customer Insights: Analyse customer contact data to identify education and improvement needs with Partner-Success teams, to reduce contact-propensity and rebooking claims

Success Metrics

Meet Performance and Hygiene metrics
Drive incremental NBV through tiered support
Meet Quality Assurance metrics:Internal audit metrics and external Csat & NPS metrics
Delivery of Regional Retail strategy goals


Who we are looking for?

Experience: Background in Contact Centres with service support Tier-1 Technical support; working Business to Business (B2B)
Fluent in English
Focus on Customer Loyalty: We are looking for people who are able to understand our customer needs and deliver a World Class customer support
Motivation: Highly motivated, focused, passionate about connecting to the customer through building strong rapport
Growth mindset, open to new ideas, embrace feedback & coaching and challenge our beliefs to deliver exceptional customer experience
Communication: Strong verbal and written communication skills
Professionalism and team work: 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
Professionalism and team work: good people and interpersonal skills to build effective relationships, maintain calmness under pressure
Industry advantages: classified listings/travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential

Key Competencies:

Strong business verbal, written, questioning and listening skills (Essential)
Growth mindset, open to new ideas, embrace feedback and challenge our beliefs to deliver exceptional customer experience (Essential)
Relationship building: Ability to build effective relationships with internal stakeholders (Essential)
Exemplary coaching skills with ability to inspire and support our people (Essential)
Task orientation: to plan well and prioritise work. Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPI’s (Strong)
Adapt to Change: Ability to adapt quickly to product, tools and policy changes (Strong)
Demonstrate initiative to handle tasks independently and work as one-team (Strong)
High standard of computer literacy (essential), MS-Office (Strong), CRM systems (preferred)

Benefits & Perks:
Competitive health and insurance benefits.
Competitive salary.
Annual target bonus .
Free snacks and beverages.
Frequent company update talks with our leadership team.
Free listing on Vrbo.
Electronic, adjustable stand-up desk.
Discounted Metro & Rail pass.
Casual dress.

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