Customer Support: London, Victoria, United Kingdom
Are you ready to help us revolutionize travel through the power of technology?
Who is HomeAway?
Today, HomeAway, an Expedia brand, is a leader in the vacation rental space with more than 2 million unique places to stay. We truly believe we represent the future of travel and that we have the talent, resources, and strategy to change the industry.
Customer Experience, your next opportunity:
HomeAway is growing its customer support group as it continues to build a culture of world-class service. Customer Service Representatives work directly with Partners who list their properties and Holiday makers, travelers, who are looking to book a great vacation rental.
Customer Experience is the voice of HomeAway, bridging the gap between our sites and our customers. Consider us global detectives who dive headfirst into issues and questions and emerge with solutions.
What do we do in Customer Experience – Key responsibilities?
One of our core values rely in our care about each and every customer:
-Support property owners, property managers and holiday makers by providing excellent service via phone, live-chat email contacts
-Understand our customers’ needs through excellent questioning skills
-Take ownership to deliver an outstanding resolution to our customers ensuring they are delighted first time, every time
-Educate customers in best practices for using HomeAway
-Committed to continually deliver new ways to help our Owners succeed in their Holiday rentals business
-Stay up-to-date on product changes in order to provide accurate and thorough support
-Advocate for customer needs by developing & presenting to our business product, process or service improvements
Our people have what it takes to succeed:
Enjoy life: We love travel. We have fun and don’t take ourselves too seriously.
Together: We thrive on the power of working together to transform an industry.
Drive: We are determined to be the best. We take nothing for granted & won’t stop until it’s great.
Adventurous: We innovate and try bold new ideas.
Authentic: We respect each other, embrace differences, and are open and honest to a fault.
Heart: We love what we do. We are passionate about customers, our work, and our families
Key Competencies & Qualifications:
-Questioning and listening skills that support effective communication
-Resiliency to effectively deal with job stress and upset customers
-Ability to build positive rapport, communicates appropriately with different behavior
-Ability to adapt quickly to product and procedure changes
-Must be detail and service-oriented
-Moderate supervision needed; demonstrates initiative to handle more tasks independently
-Customer service experience, in contact centers or face-to-face retail
-Demonstrated experience with MS Office Suite
-Ability to work independently and in a team environment
Working at HomeAway has its perks, too:
Location: Central London and walking distance from Victoria train/tube station with what are probably the best views of London
Benefits: 4 weeks paid holidays, plus paid UK Bank Holidays, Group Medical, Dental, Life assurance, Child care vouchers, pension scheme, salary protection, vision, free property listing on HomeAway and Employee Stock Purchase Program
Great Spaces: All of our offices around the world share a story that inspires travel. Open work spaces with unique perspectives. Dress Down culture every day, regular social gatherings to celebrate our team successes, chill-out lunch areas with free drinks, breakfasts and snacks all day – every day!
Salary: Starting at 19k p/a plus 10% bonus with yearly performance review
Working hours: We never close with sites around the world here to help our customers 24x7. London working shifts are Mon-Fri, 8am to 6pm and exclude bank holidays; multiple rotating shift patterns
Join some of the most talented people from all over the world in revolutionizing the travel industry