Customer Service Specialist

5 days ago


Bracknell, United Kingdom Zipcar, Inc. Full time

**Member Services Role Overview: Hybrid working, office and home based.**
As part of the in-house Member Services International team, you will be responsible for delivering an exceptional service to our members. You’ll offer support to our out-sourced call centre, monitor quality as well as deal with a wide range of iin-house tasks. We deliberately staff our member services team with high calibre individuals who we empower to deal with issues rather than just logging them for escalation to another team. Member Services is the core of our business, and we want people capable of progressing within our UK and European teams.
**Company Overview**:
We’re Zipcar, the world’s largest car-sharing company, and we’re looking to add new talent to our team. Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership saving them money, time, and headaches. Zipcar members in cities across the globe are making the decision to live car free and enjoy the convenience, savings, and environmental benefits of having “wheels when you want them.” As we continue to grow, we’re looking for talented, passionate people with great ideas to join the family in our Bracknell office. We aim to create an environment that is as supportive, diverse, and fun as our brand. If you’re results-oriented, dedicated, and ready to contribute to an unparalleled experience for our community of forward-thinking members, we encourage you to apply.

**Responsibilities**:
Responsibilities include but are not limited to the following:

- Responsible for all high-skill Member Services International tasks to both protect our business and deliver an
exceptional service to our members ensuring a high level or member satisfaction and loyalty
- Deliver operational support to the call centre for all Member Services processes and procedures
representative skill area
- Research information and troubleshoot problems using documents and resources
- Be a third and final tier point of contact for the call centre to handle and resolve escalated member inquiries of
heightened sensitivity or complexity
- Execute Quality Assurance programs, audit and monitor out-sourced agent performance based on call
calibrations to ensure best in class member experience
- Monitor, interpret and utilize personal control numerous simultaneous tasks in tandem
- Partner with cross-functional teams and markets to improve the member experience
- Ability to branch out beyond scope of local market to participate in global SOP, policy, and member
communication review
- Interpret and utilize personal and performance metrics for ongoing productivity and efficiency
- Mentor new hires to the in-house Member Services team
- Deal with tasks across all Member Services International markets
- Specific project work as needed to support Member Services International initiatives
**Requirements & Qualifications**:

- Outgoing, friendly personality
- Fluent spoken and written English
- Experience in a customer service or quality assurance role preferable
- Strong in Microsoft Office based programs
- Ability to multi-task efficiently
- High level of personal drive and sound judgment
- Strong attention to detail
- Ability to work on your own initiative
Location: Bracknell - Avis Budget House,Park Road, Bracknell

**Job Types**: Full-time, Permanent



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