Customer Product Support Associate (Kuala Lumpur)

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.

Customer Product Support Associate

Do you have a meticulous eye for detail? Are you a creative problem-solver? If so, the Technical Data Management team (TDM), a division of the RD3 (Global Regulatory & Data Sharing Ops, Insights & Reporting) is looking for you! The Customer Product Support Associate is accountable for maintaining the integrity of the large volume of lodging-related data that Expedia presents online. The position requires creating and maintaining timely and accurate hotel data to support global websites, solving data related issues with the appropriate development teams, process improvement, special projects, and ad hoc data requests. Additional responsibilities include providing support and guidance to external customers and vendors and to internal groups globally.

In this role, you are responsible for maintaining the integrity of a large volume of lodging-related data; you will work to meet and exceed operational and technical needs of our internal and external customers. You will update, analyze, diagnose and problem-solve lodging-related data with the ability to articulate and communicate.

What you’ll do:

• Verification and creation of new lodging property IDs, property global status, points of sale, source provider rules, and other lodging data points for site consumption
• Maintain GDS API data, research issues and maintain reporting
• Coordinate with internal customers, lodging partners and third-party vendors with testing, problem resolution and critical issues
• Support internal tool development with data, research, and testing
• Clean database by identifying duplicates, merging duplicate data in Salesforce and LCM
• Working directly with Property Suppliers and vendors to assure that the correct information is identified for a property, as well as ensuring that booking identification and brand information is correct
• Work with other teams LPS, Finance, Legal, SEO/SEM, and Brands
• Rotational subject matter expert (SME) in various areas requiring practiced knowledge, documentation maintenance, and team training
• Subject matter presentations to TDM external groups

Who you are:

• Analytical with a high attention to detail
• Background in data management and data compliance
• Ability to work independently while being a collaborative team member
• Ability to work cross-functionally with other teams
• Creative and process improvement skills
• Outstanding interpersonal communication
• Curiosity and desire to learn
• Ability to influence outcomes
• Good working knowledge of Microsoft Office applications (intermediate Excel knowledge preferred)
• At least 2 years Hotel industry, Travel Agency, or GDS knowledge/experience preferred
• Proficiency with Salesforce/OMNI/SQL scripts preferred (Proficient with SQL script writing/updating)
• Excellent troubleshooting & problem-solving skills

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.