Job Description

You will be responsible for handling day to day Special Accounts activities, including but not limited to incoming calls & emails. Maintenance of confidential Account/customer files, achievement of established Service Level & Key Performance Indicators & maintaining continuous focus on timeliness, accuracy, efficiency, effectiveness, customer service and quality. Maintain an appropriate knowledge of where to find Customer/Account policies, practices, procedures and services. Handle administrative duties and special assignments as assigned.

• Reservations – process all reservation/re rents in accordance with the SLA agreement & account specific requirements
• Escalations – ensuring that all elements of the escalation procedure are following to ensure max effort to respond to customer demand
• Ensuring that all incoming calls are answered and outbound calls placed as required with ‘customer satisfaction’ being the overall primary objective to warrant the provision of accurate and helpful information to answer questions regarding any queries in relation to our Products & Services.
• Email handling – responding to customer emails with general information on the product on services with the agreed service level agreement
• Reporting – ensuring all required reports are collated and sent within the agreed SLA
• On Rent Support – providing operational support to customer during the rental process ensuring the most effective method of resolution
• Liaising with the Country Operations team to keep them updated on any customer/system/vehicle issues.
• Ensure all customer/account documentation are updated with accurate Information.
• Auditing – ensuring that all rentals are audited prior to invoicing to facilitate the cash flow process
• Invoicing – supporting the invoicing process as per account specific requirements
• Meeting or exceeding established departmental performance measurements including quality, customer satisfaction & productivity as established by management
• Displaying co-operative teamwork, communication and focus on continuous learning through self-development through coaching& huddle participation and attending internal training courses to ensure added value to the team.
• Responsibility for compliance to & adherence of all SOX related requirements.
• Full flexibility required in regards Operation Hours.

Your benefits: Fuelling your journey

• Performance based Bonus
• Free on-site Doctors, Nurse and Physiotherapy services
• Pension Scheme
• Free On-site Gym
• Subsidized staff restaurant
• Training and development programmes
• Staff Car Rental and Sales discount
• Free Parking

Required Knowledge, Skills, and Abilities

• Educational level typically acquired through completion of secondary school.
• Min 2 years Customer Service Background or similar type of environment
• Fluency in English written and verbal required.
• Strong communication and interpersonal skills
• Strong time management and organizational skills
• High level of focus and attention to detail and accuracy in a repetitive environment
• Handle high volume of customer calls daily while maintaining a positive attitude
• Work in a highly structured, measurement-oriented environment
• Utilize a keyboard effectively and efficiently, as required for the work
• Navigate through multiple computer applications including the worldwide web
• Deal with difficult customers
• Multi-task in a high volume setting
• Strong business decision making skills
• High level of Flexibility required