Customer Service Consultant

6 days ago

Sydney, New South Wales, Australia HRS Group Full time
About HRS Group

HRS Group is a pioneer in business travel, dedicated to elevating every stay through innovative technology. With a rich history of experience, our digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

Job Title: Customer Service Consultant

We are seeking a Sydney-based Customer Service Consultant to support our growing customer-base and hotel partners. As a key member of our team, you will be responsible for 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.

Key Responsibilities:
  • 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 customer or hotel partners
  • Provide professional, clear, and concise communication via telephone or email at all times, internally and externally of the company
  • Independent prioritization and organization 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
Requirements:
  • 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-focussed 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
About the Role

As a Customer Service Consultant at HRS Group, you will be part of 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.

What We Offer

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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