Customer Service Consultant

Citrus Group; Sydney; On-site; AUD 50,000 - 60,000; Full time

Job summary

We are seeking multiple Customer Service Consultants to join the Service Team, delivering exceptional service to a growing client base. You will manage all bookings and hotel reservations, handling inquiries via phone and email with a focus on accuracy and KPI achievement.

Ideal candidates are energetic, target-driven, with experience in contact centres and familiarity with hotel reservations. A collaborative, supportive team culture and opportunities for development are offered.

Qualifications

• Energetic with a passion for delivering excellent customer service.
• Experience in a contact centre environment is highly regarded.
• Experience working in the hotel or reservations industry is advantageous.
• Able to achieve individual and team targets.

Responsibilities

• Handle phone and email inquiries from clients and customers.
• Manage online and offline bookings and hotel reservations.
• Maintain accurate customer and policy records and comply with guidelines.
• Contribute to team meetings and ongoing training and development.
• Investigate disputes and provide resolution support to customers or partners.

Skills

Customer service

Target-driven

Contact centre

Hotel bookings

Active listening

Job description

About The Company

Our client is one of the world's leading tech company with a focus on business travel. With the head office in Europe this global leader services 90% of the fortune 500. With over 1500 staff globally and offices across Europe, the America's, Asia and Australia this is a great opportunity to join a global network and global corporate.

About The Role

We are searching for multiple Customer Service Consultants to work in the Service Team to provide excellent customer service to their growing customer and client base managing all bookings and hotel reservations.

Duties

• Be the key person for phone and email based enquires from clients and customers
• Managing online and offline transactions related to the bookings and reservations
• Achieve set business key performance indicators (KPI’s)
• Investigate and review disputes and/or providing resolutions to customer or hotel partners
• Follow agreed compliance guidelines
• Maintain accurate customer and policy records
• Participate in training & development activities
• Contribute to team effectiveness (eg: participation in Team Meetings)
• Complaint investigation & analysis

Skills & Experience

• Energetic with a sheer passion for delivering excellent customer service
• Ability to achieve individual and team targets
• Service within a contact centre environment highly regarded
• Experience working within the hotel or reservation industry is advantageous
• Enjoy working in a fast-paced, results driven environment
• Excellent communication and active listening skills with strong attention to detail.

Culture

The current team work as a really collaborative and supportive team and feel like a family. They are big on continuous improvement and genuinely enjoy celebrating each others wins.

There is no blame or finger pointing in this team, only flexibility and lifting each other up!