Senior Relations Specialist

At Booking.com, we want to empower everyone to experience the world. Through our products, partners, and people is how we do it. There’s a whole planet of possibilities out there, and we bring it all together, in one place. Please submit your resume/CV in English The purpose of this Specialist 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 Specialist 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. What You'll Bring Proficient in English and Portuguese, Spanish is a plus 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 account Legal expenses, Brand protection, financial risks (Business/company/branding awareness) Deep knowledge of the Customer Services Department and Traveler and Partner and wider business unit procedures and systems Expert knowledge of internal policies and terms and conditions applicable to Travelers and Partners GDTs/T &C/GDPR/Privacy regulations Products & Systems Knowledge of Booking.com products/GEM/Platforms Individual Contributor - Continuously improves own performance and that of the Company. Experienced with Legal Parties and Entities knowing what to do with cases and can navigate competently across the different external legal entities and understands and takes instruction from consumer unions and wider legal bodies. Pragmatist Problem Solving ability within complaint handling , can utilize questioning techniques and can work under pressure to deadlines delivering ‘Win Win’ outcomes. Own it and Pays high attention to detail to protect brand name and reputation. Can Influence the right result. Professional communication skills both in writing and verbal. Using adequate language and vocabulary according to the audience’s needs. Actively listens to and understands the customer and can summarize actions and maintains high quality at all times. Customer Centric - Excellent customer service & communication skills. Applies sensitivity in communication Learn forever and is open to feedback and to change and owns own self development What We'll Provide Medical, life, and disability insurance* Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, sick, and care leave Industry leading product discounts for yourself, friends, and family Free access to online learning platforms, mentorship programs, and a complimentary Headspace membership Collaborative, friendly and diverse culture Referral Program This role doesn’t come with relocation assistance This role doesn't come with visa assistance Additional Annual or Quarterly bonus potential (role dependent) *Please note that while our philosophy is the same in every location, benefits may differ by office/country. Should you require accommodation to meet the essential functions of this job, please let us know. Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position. #J-18808-Ljbffr