Team Lead Customer Service Center

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Team Lead Customer Service Center (all genders)

City: Sydney

Job Function: Operations

Job Area: Customer Service

Seniority Level: Mid-Senior level

Date: Sep 30, 2025

HRS AS A COMPANY

HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery. Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction. HRS is also recognized for itsaward-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations. Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers.

BUSINESS UNIT

POSITION

We are looking for a Sydney based Team Lead Customer Service Center (all genders) responsible for management of Customer Services Consultants who are grouped in designated teams and to ensure the highest levels of customer service are delivered to clients while the relevant Service Level Agreements (SLAs) are met.

CHALLENGE

- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Assists management with hiring processes and new team member training
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Develops strategies to promote team member adherence to company regulations and performance goals
- Conducts team meetings to update members on best practices and continuing expectations
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

- Professional experience in the customer service industry, with dispute management and resolution preferably
- Experience working with customers via telephone and email, with the ability to maintain professionalism and sensitivity on 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 renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

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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