CS Senior Relations Specialist

Join to apply for the CS Senior Relations Specialist - São Paulo role at Booking.com

Join to apply for the CS Senior Relations Specialist - São Paulo role at Booking.com

Job Description Summary
The purpose of this Specialisms role in the Centre of Expertise (CoE) Customer Service department, is to manage and defend Booking.com's brand reputation by supporting the resolution of legal issues that may arise against Booking.com and its products relating to the Traveler or Partner customer experience and their retention.

Job Description Summary
The purpose of this Specialisms role in the Centre of Expertise (CoE) Customer Service department, is to manage and defend Booking.com's brand reputation by supporting the resolution of legal issues that may arise against Booking.com and its products relating to the Traveler or Partner customer experience and their retention.
In line with our mission to 'Make it Easier for Everyone to Experience the World', this role aims to provide solutions in situations where there is impact on Customer loyalty and satisfaction, brand reputation/protection and/or financial risk. The Specialist role interfaces with internal departments, Legal authorities and other external bodies and business entities. In line with deadlines and SLA's the Specialist co-ordinates and handles legal claims, documentation and complaints which are high risk and/or complex in nature, taking cases through to a satisfactory and final resolution.
What You'll Be Doing:

• Timely and professional case management and coordination of high risk/complexity claims or complaints arising from Travelers or Partners taking through to a final resolution. Prevents negative brand and financial impacts. These topics included but are not limited to; Legal issues from. government and authorities requests. i.e. crime and abuse, employee threats, incident reports, escalations from influential accounts and media/press cases.
• Building and maintaining strong customer and stakeholder relationships, whilst liaising with third parties who are acting on behalf of the Customer for example, national Consumer Union organizations, Consumer platforms, lawyers, insurance, small court claims, Partner mediation process and attorney general office.
• Working collaboratively with other internal departments and teams to ensure diligent investigations are undertaken and relevant information is obtained relating to claims or complaints. Escalating where necessary (in line with Matrix), and acting on behalf of Booking.com with any third parties. Supports Booking.com in Legal hearings with the use of (personalized) power of attorney. Proactively identifies new organizations who can be legally implicated in customer mediations/claims.
• Using sound judgment and decision making as to when to defend, settle or reject claims. Taking appropriate actions with fines and sanctions, handling invoices, creating and processing payments in line with procurement.
• Serves as an expert team-member that supports other CoE roles with questions, handles cases that deviate from standard screens and procedures, and creates guides as required to help drive continuous improvements.
• Analysis of data, Identifying patterns and trends to feedback and share across the team and with relevant stakeholders appropriately, generating ideas for improvements to benefit the function and/or customer experience.
• Provide accurate, valid and complete information to Travelers, Partners, internal departments and external parties by using the right tools, methods and processes to ensure a consistent approach. Ensure that communications adhere to privacy regulations. Adopting the right behaviors as per Booking.com values and culture mindsets.
• Participates in temporary operational projects on a voluntary basis as required. Provides regular constructive feedback on our ways of working, processes and frameworks to drive continuous improvements, offering ideas through to solutions.
• Maintain a good understanding of processes, policies and procedures within Customer Services, CoE and Specialisms and keep regularly up to date with any changes. Works to Set Objectives, service standards and targets based on Company Priorities along with deadlines set from external parties. Responsible for ensuring regulation (legal) and compliance is met for the business unit
  
  

• Understand the bigger picture and potential impact on our business (media exposure, negative judgements, authority fines, bad publicity on social media platforms)
• Commercial awareness which takes into