Customer Service Consultant

4 weeks ago

Sydney, New South Wales, Australia HRS GmbH Full time
Customer Service Consultant (all genders)

City: Sydney

Job Function: Operations

Job Area: Customer Service

Seniority Level: Entry level

Date: Apr 22, 2025

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

POSITION

We are looking for a Sydney based Customer Service Consultant (all genders) to support our growing customer base and hotel partners, managing online and offline transactions, processing inquiries and assisting with dispute resolution, always aiming to exceed expectations and deliver unparalleled service to our customers and hotel partners.

CHALLENGE
  • Action client business travel accommodation enquiries (online, phone, email) within contracted Service Level Agreement (SLA)
  • Take responsibility and work independently, as part of a broader team and network, to deliver customer support via telephone, email and our online solution, including group transactions and dispute resolution with a solutions-focus
  • Maintain a positive and 'can-do' attitude in a fast-paced environment, when investigating and reviewing disputes and/or providing resolutions to customers or hotel partners
  • Provide professional, clear and concise communication via telephone or email at all times, internally and externally of the company
  • Independently prioritize and organize work based on priority level
  • Follow up on cases that could not be handled by 1st Level support
  • Maintain a dual-relationship focus and act as an intermediary between our customers and partner hotels
  • Maintain customer data in the system, ensuring accuracy and confidentiality is maintained at all times
  • Contribute to the continuous improvement of the service
  • Assist with all other miscellaneous tasks as required by the Team Leaders and Accommodation Services Manager
FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...
  • Professional experience in the customer service industry, with dispute management and resolution preferred
  • Experience working with customers via telephone and email, with the ability to maintain professionalism and sensitivity in all correspondence
  • Solutions-focused with acute attention to detail; ability to solve complaints like a puzzle, i.e., arranging all parts quickly and solving them appropriately, achieving a positive outcome
  • Good PC skills and competence in working with IT applications
  • Willingness to work within a team environment and take responsibility for your work
  • Flexibility required in hours of operation to cover busy periods and business needs, including adhering to any shift changes based on a fortnightly roster
  • Fluency in English, verbal and written
PERSPECTIVE

Access to a global network of a globally united and mutually responsible "Tribe of Intrapreneurs" that is passionately dedicated to renewing the travel industry and while doing so reinventing the ways how businesses stay, work and pay.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.

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