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Customer Service Consultant - Insurance

City:  Sydney
Job area:  Corporate Functions
Job field:  Customer Service
Seniority Level:  Associate
Date:  Jan 24, 2023


HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.

Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction.

HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations.

Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers.


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:  16559

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