Customer Experience Specialist (all genders)

Ho Chi Minh City
Permanent
Full-time

1 month ago

HRS AS A COMPANYHRS is transforming the future of corporate travel through innovative technology. In a $600 billion global lodging and meetings market, inefficiencies are rampant-from frustrating traveler experiences caused by outdated check-in and payment systems to millions lost annually due to missing or non-compliant invoices that block VAT reclaim. With travel increasingly complex and fragmented, the opportunity for innovation is enormous-and HRS is leading the charge.HRS offers an unparalleled end-to-end solution for managing corporate lodging, group travel, long stay, and meetings-all within a single, unified platform. With HRS Connect, companies gain access to a sleek, consumer-grade booking interface that consolidates fragmented travel spend and delivers full visibility across all travel categories. This is paired with HRS's proprietary AI Copilot, which enables travel and procurement leaders to steer their programs strategically with real-time data, actionable insights, and one-click implementation of optimizations.Together, these solutions empower organizations to drive measurable cost savings, boost policy compliance, and radically improve the traveler experience. The HRS platform enables customers to achieve up to 3x return on investment, achieve 100% invoice compliance, and increase corporate program adoption by over 20%-particularly in unmanaged spend areas like meetings and groups.With over two decades of proprietary data, market-leading AI, and deep integration across the travel and expense ecosystem, HRS powers travel programs for 35% of the Fortune 500. From seamless payment to VAT-compliant e-invoicing and real-time reconciliation with SAP Concur and other ERP platforms, HRS offers unmatched transparency, governance, and performance-turning travel into a data-driven advantage with a sharp focus on customer excellence, compliance, and automation.BUSINESS UNITThe Customer Experience Management (CEM) team supports projects to activate new HRS customers in the various point-of-sales and owns the daily operations of HRS' corporate customers. The core purpose of the team is to ensure excellent operations and support of the corporate customers, no matter if it's during the implementation or post go-live. CEMs offer empathetic help and provide timely resolution of support requests, coordinating with multiple stakeholders of other departments, like for example with the product and engineering teams, to execute solutions. At every interaction, this team puts the customer first and is always able to report on the operational health of HRS' strategic customers. Based on the tremendous amount of insights into what corporates are struggling with, the team supports the identification and automation of solutions to resolve issues, so customers don't even have to continue reaching out, driving true operational excellence and customer success.POSITIONIn the responsible position of the Customer Experience Specialist (all genders) Eastern Europe (Poland, Czech Republic, Slovakia, Hungary, Romania, Bulgaria), the future position holder takes on the responsibility to lead the operations of respectively assigned accounts of the Eastern European region. The CEM is the daily operational interaction face for the HRS customers and their Travel Management Companies (TMCs). During the implementation, the CEM supports the Delivery Manager in the technical implementation or for smaller local implementations even manages the entire delivery project independently. After go-live, the CEM fulfils excellent customer support according to globally defined standards and ensure that the Account Manager (AM) can purely focus on upselling and commercial topics. The CEM manages independently the daily operational collaboration with its customer and TMC counterparts - always identifying ways how to improve operational excellence. The CEM ensure customer satisfaction and therewith, supports the adoption and retention rate as well as renewal and upselling ratios. The position belongs to the global Customer Experience Management team, is located in Cologne and reports in the respective Head of Customer Experience Management.CHALLENGE

Accompany the HRS roll-out project ensuring proper set-up and technical implementation
Own and lead the HRS roll-out project for smaller accounts
Your activities include task planning within the project, steering internal stakeholders & escalation management
Run trainings on HRS platform
Educate the customer on HRS product
Be the first touchpoint for customers and their respective Travel Management Company (TMC) for any support requests
Support HRS customers with outstanding service quality
Provide regular data-driven transparency to the customer/TMC on operational health incl. status of support and operations
Solve complex problems and finding solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions
Support special projects driving professionalization and standardization of customer support in terms of processes and tools within HRS Group

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

A degree in Tourism, Business Administration or a commercial education
Professional experience in customer-facing roles, ideally coming from the hospitality or TMC industry
Autonomous working style
Self-confident appearance in front of customers
Structured way of working and ability to work with data
A high level of self-motivation
Strong orientation on results
Ability to work under time pressure, prioritize your tasks wisely and align with all involved stakeholders
Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
Fluency in English is a must

PERSPECTIVEAccess 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.LOCATION, MOBILITY, INCENTIVE

Full salary and benefits as an official employee on probation.
Hybrid working model.
Open and flat environment, highly appreciate your idea and constantly supporting your skill development.
Innovative and international learning and development program, we dedicate to supporting employees' growth and development of skills.
Challenging products with onsite opportunities in Europe (Germany, Australia, Poland, etc.).
13th-month salary & short-term incentives: we offer incentives as defined by the company's success in the previous year.
15+ annual leaves per year.
Full healthcare compliance.
Premium healthcare for employees.
Gifts for every special occasion.
Supportive working conditions: Laptop, MS Surface Hub.
Free and unlimited snacks, tea, coffee, and by-choice request.
Premium company trip & business traveling programs and other exciting activities.

Note: This role offers a hybrid work model, with flexibility to work both from home and in the office.Req ID: 18201

HRS Group

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