REF20982 Agent: Call Center | Europcar, Bruma, Zulberg

Job Title: Agent: Call Center

Company: Europcar

Location: Bruma, Johannesburg

Job Type: Full-time

Position overall objective:

To identify the needs of customers, match customer needs with our service offering, drive the business for growth, retention and scale of new and existing customers through customer satisfaction. These results would be achieved through lead conversion and building relationships with internal and external customers. Important to note: successful candidate will need to be willing to work weekends and/or overtime from time to time if required to do so.

Minimum Experience

• 2 years Customer Service/Call Centre Experience

Minimum Qualification

• Grade 12

Minimum Requirements

• Driver’s License
• Own Transport
• Computer Literate

Job Output

• Demonstrate a high level of customer service at all times.
• Capture and update customer information accurately on booking and CRM systems
• Process domestic and international car rental quotations and reservations.
• Resolve customer queries and complaints efficiently, professionally, and within SLA
• Ensure all reporting data aligns with system records and quality standards
• Demonstrate accurate and current knowledge of products, services, promotions, terms and conditions, processes, rental policies and other general knowledge necessary to perform duties.
• Maximize opportunities to sell rental products and services and use up-selling techniques to promote sales and achievement of departmental targets and goals.
• General information distribution and after sales service.
• Conflict resolution
• Record keeping
• Liaise with internal departments

Competencies:

• Excellent communication skills
• Able to effectively do a needs analysis with customers.
• Listening skills
• Customer Service skills
• Selling skills
• Discipline, compliant to rules and procedures.
• Adaptable: fast learner and shows positive response to change.
• Attention to detail, accurate.
• Persuasion
• Rapport-building skills
• Time management
• Able to display patience and tolerance

Personal Attributes:

• Customer centric
• Consistent, particularly in the application of skills, knowledge, attitude & talents.
• Target orientated
• Patient
• Team player
• Observant
• Resilient: must be able to work under constant measurement and pressure.
• Positive
• Integrity
• Self-motivated
• Self-confident