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2nd Level Agent China (m/f)

Shanghai

We are looking for a Shanghai based 2nd Level Agent China (m/f) that provides contribution to the continuous improvement of services for HRS customers.

At HRS GROUP “We love to make it happen”: We are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. It is our goal to make the booking experience simple and smart. Our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. The HRS GROUP continues to expand and employs more than 1,500 people in 28 offices across the world. 

Our business unit Global Hotel Solutions offers consulting and end-to-end hotel management solutions to more than 3,000 corporate businesses globally. These include professional procurement, rate audit, payment and automated invoice processing as well as online group bookings. Among our customers are Fortune 500 companies such as Google, China Mobile, Siemens, Hitachi, Huawei, Alibaba and many more.

To fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. Do you also want to make it happen at HRS?

The challenge you are up for

  • Take end-to-end responsibility of dealing with claims and inquiries from HRS customers with excellent quality and service standards
  • Clarify the causes of customer inquiries with internal and external contacts
  • Process the customer inquiries with optimal solution
  • Maintain and manage the customer data in the system
  • Participate in process optimization project

The commitment you bring

  • Bachelor’s degree or above
  • 3 years of working experience in complaint management, ideally in the hospitality or tourism industry
  • Good knowledge in PC application, with proficiency in using Call-Centre-Systems or other related specified software
  • A structured, independent and service oriented working style
  • Fluency in English, spoken and written

The reward you get

  • A high impact Quality Specialist role with high degrees of responsibility and autonomy
  • Plenty of room for personal growth and professional development
  • A highly talented, passionate and international team that revolutionizes the travel industry
  • Strong team performance and a transparent results focus towards one shared direction
  • A modern working environment

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