· Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal).· Present the company in a positive and fair manner with timely updates and knowledgeable answers.· While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP.· Documents inquiry in CRM, adheres to agreed documentation standards.· Create content for knowledge base systems.· Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques.· Diagnose and anticipate current and future customer learning needs and provide assistance with both.

• Research with the customer to fully diagnose the issue; respond to the customer within established timelines utilizing standardized solutions. • Resolve straight-forward cases immediately; determine resources required to resolve more complex cases. • Troubleshoot cases and follow appropriate documentation steps to annotate all activities undertaken in order to resolve. • Escalate unresolved customer issues as necessary to ensure timely resolution • Routinely update the customer on open cases to gain additional information or advise of status. Interface with other Concur departments as necessary to resolve customer issues • Develop and maintain working knowledge of Concur products including new releases and products

• Hotels Management Support - Assisting through the phone and/or via e-mail in terms of access to internal platform of Expedia: accounts creation (credentials, password reset, technical issues related to account access), management of reservations inquiries and/or issues (technical issues with software and platform, customer contact request) - Providing adequate solutions for customers in compliance with the internal procedures, management of hotels in relation with hoteliers needs: basic finance-related inquiries, payment issues, invoice issues • Advanced marketing support - Managing marketing solutions: promotions, content management, accuracy of content in our points of sale and amenities or services actually provided by the hotels - Managing training of hoteliers regarding new updates on the platform and services offered by Expedia, response to market managers request for properties - Support provided for channel managers and other third-party service providers

• Customer Care Mentor: Coaching and orienting new agents and other centres regarding processes, procedures, and approach to the customer• BtoC Group booking:Managing and organization of group bookings for Travel Agencies and Tour operators • BtoB Customer Support Agent Customer service and assistance through the phone and/or via e-mail in order to provide an excellent service to our Customer.