Share this job.

Customer Service Center Agent (m/f/d)

City:  Shanghai
Job area:  Business Consulting & Steering
Job field:  Customer Service
Seniority Level:  Mid-Senior level
Date:  Sep 9, 2021

At HRS “We love to make it happen”: We are the global market leader when it comes to tech- and data driven business travel solutions. Our enterprise business offers end-to-end hotel management solutions to more than 7,000 corporate businesses globally to simplify their business travel. State of the art service solutions like strategic consulting & hotel procurement, travel payment and expense solutions or efficient tools to manage corporate meetings and group booking facilitate the travel processes and guarantee savings along the value chain. Today we work globally with the Fortune 500, such as Google, China Mobile, Amazon, Siemens, Hitachi, Alibaba, Volkswagen, WorldBank.

Customer Service Center Agent (m/f/d)

We are looking for a Shanghai-based Customer Service Center Agent (m/f/d) to ensuring compliance with the standards and processes in customer service 1st and 2nd level, and monitor daily performance in our external Customer Service department.


Your challenges

  • Answering complex questions as well as comprehensive advice and support for the trainers, TL and employees of our OSP in the CSC on site, by phone and by email.
  • Ensuring efficient processing (AHT, closing per hour, etc.), creation of reports for transfer to OSP for the purpose of scan checks (ensuring acceptance of the booking) .
  • Coordination of necessary measures in the CSC 1st and 2nd level with interface integration.
  • Analysis and final assessment of processed facts / processes in the 1st and 2nd level CSC.
  • Analysis and assignment of all new facts reaching the 2nd level to the correct area (dispatching / NO filter) .
  • Create Intraday performance management of service partner, and provide necessary support to maintain the high standard level of service
  • Work with our external partners, ensuring our support centers operate in the most efficient manner
  • Proactively oversee business performance and create business analysis and various ad hoc reports


Your Commitment

  • Bachelor’s degree or above
  • 3+ years of working experience in customer service department
  • In-depth knowledge of the applications Word, Power Point, Excel
  • Strong business analysis and functional experience with quantitative, analytical and organizational skills
  • Customer and service oriented focus
  • Very good command in both written and spoken English and Chinese
  • Nice to have the experience of workforce management


Your Rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  9162

Job Segment: Consulting, Business Analyst, Customer Service, Technology