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Accommodation Services Consultant

City:  Sydney
Job area:  Corporate Client Solutions
Job field:  Customer Service
Seniority Level:  Entry level
Date:  Nov 29, 2019

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.

Our Customer Service Center takes care of THE decisive success factors of our company: customer satisfaction and customer loyalty. Our colleagues in the HRS Customer Service Centre are available 24/7 to help customers around the world as the first point of contact for all queries related to bookings. They serve all modern contact channels such as telephone, e-mail and social media in 32 languages, but are united by one mission: “To make the everyday life of business travelers simplier and more enjoyable”.
We are looking for a Sydney based Customer Service Agent to support our growing customer-base and hotel partners, managing online and offline transactions, processing inquiries and assisting with dispute resolution, in order to increase the satisfaction of our customers and hotel partners.

 

Your Challenges
•    Action client business travel accommodation enquiries (online, phone, email) within contracted Service Level Agreement (SLA). 
•    Take responsibility, working independently, as part of a broader team and network, managing offline support via telephone, email and our online solution to provide support related to online, offline, group transactions and dispute resolution , i.e. clarify reasons for complaints with internal and external international customers and process cases solution-oriented
•    Independent prioritisation and organisation of work based on priority level. 
•    Maintain and 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.  
•    Follow up on cases that could not be handled by the 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 a continued attitude for attention to detail.
•    Contribute to the continuous improvement of the service 
•    Flexibility required in hours of operation to cover busy periods and business needs, including adhering to any shift changes based on the Roster. 
•    Assist in 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, ideally in the hotel industry or tourism sector
•    Experience working with customers via telephone and email, with the ability to maintain professionalism and sensitivity within all the correspondence
•    Good PC skills and fun working with IT applications
•    Willingness to work within a team environment and take responsibility for your work 
•    Ability to solve complaints like a puzzle, i.e. arranging all parts quickly and solving them appropriately, achieving a positive outcome. 
•    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 35 locations in all continents and we inspire more than 1.500 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


Job Segment: Tourism, Travel Industry, Travel