Customer Service Consultant

2 weeks ago

Sydney, New South Wales, Australia HRS Group Full time
Role Overview

As a Customer Service Consultant at HRS Group, you will play a vital role in providing exceptional support to our growing customer-base and hotel partners. Your primary responsibilities will include managing online and offline transactions, processing inquiries, and assisting with dispute resolution. You will be working in a fast-paced environment, maintaining a positive and proactive attitude, and delivering unparalleled service to our customers and hotel partners.

Key Responsibilities

  • Action client business travel accommodation enquiries (online, phone, email) within contracted Service Level Agreement (SLA)
  • Taking responsibility and working 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 customer or hotel partners
  • Provide professional, clear and concise communication via telephone or email at all times, internally and externally of the company
  • Independent prioritisation and organisation of 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 the customer data in the system, ensuring accuracy and confidentiality is maintained at all times
  • Contribute to the continuous improvement of the service
  • Assist all other miscellaneous tasks as required by the Team Leaders and Accommodation Services Manager

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