Customer Service Consultant - Insurance (All Genders)

City:  Sydney
Job Function:  Operations
Job Area:  Customer Service
Seniority Level:  Associate
Date:  Mar 26, 2024


HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.


We are looking for a Sydney based Customer Service 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


  • 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


  • 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


Access to 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.


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.

Req ID:  17526

Job Segment: Travel Industry, Customer Service, Travel