Customer Care Agent

1 week ago

Leicester, United Kingdom Europcar Full time

The Business Services Department based at Europcar Leicester Support Centre focuses on providing a professional reservation,rental management and complaint handling service to our consumer and key account customers, as well as providing administrative supportto other business units. Our Customer Care Agents will be required to manage inbound and outbound enquiries from a variety of consumer and corporate customers, at all stages of the rental journey. Managing a wide variety of contact methods and using varioussystems and customer platforms, the multi-skilled, cross-functional Customer Care Agent will ensure an exceptional level of service is provided to all internal and external customers, whilst working in line with Europcar's policies and procedures.

**Main tasks and Responsibilities**:

- To understand and observe the Company's Policies, following all operational procedures and working instructions applicable to the job
- To understand and work in accordance with Europcar Group's Vision, Mission and Values.
- To maintain a high quality of Customer Service recognising the Company's One objectives.
- Establish and maintain a good working relationship with all of our internal and external customers
- Assisting our customers during their live rental
- Providing post rental support through proactive complaint management
- Provide technical support where necessary
- To act as the day-to-day liaison for the Customer and Europcar branches to ensure smooth running of our services
- Ensuring contractual SLAs are exceeded as specified within our T&Cs and Corporate contracts
- Complete security of all Europcar policies and rental rates
- Ensure any system issues / contract discrepancies are brought to the attention of the Team Leader / Line Manager at the earliest opportunity
- Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area
- To complete any other reasonable duties requested by your Team Leader and/or Line Manager
- The ability to demonstrate excellent customer service approach and work with strong organisational and prioritisation skills

**Skills/Essentials**:

- Excellent administrative skills, communication and attention to detail
- High quality standards
- First class IT - knowledge of all Microsoft and Google packages
- Able to work using own initiative as well as ability to work within a team
- Highly results driven
- Customer centric approach
- Confidence to work across all levels of the business
- Practically minded: able to roll sleeves up and get stuck in
- Available to work overtime when requested
- Work well under pressure and achieve deadlines: excellent time management
- Take ownership - for all tasks and duties designated to you

**Working hours 40 hours per week, covering operational hours between: 08:00 - 18:00 Monday to Friday and alternative Saturdays 08:00-14:00. Shift pattern to be discussed at interview stage.

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