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Accommodation Services Consultant (m/f/d)

City:  Sydney
Job area:  Corporate Functions
Job field:  Customer Service
Seniority Level:  Associate
Date:  Aug 24, 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.

We are looking for a Sydney based Accommodation Services Consultant (m/f/d) 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.#LI-RS1


Your challenges

  • 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

Your Commitment

  • 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

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:  9947

Job Segment: Customer Service