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Description
contact centre agent - german market (start dates jan/feb/mar 2012)
job id:
sell hetrz products and services where appropriate to ensure that more and more customers are aware of and involved in hertz loyalty programmes. exceeding the cusotmer’s serivce expectations while converting phone calls into reservations.interviews may begin end of 2011.
tutoring new reservation sales agents to assist in the on-the-job training of new team members.35982
# positions: 8
location: ie-dublin
category: worldwide reservations
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general responsibilities:
positions are to commence in jan/feb/march/april 2012.
track all reservations on-request and provide the cusotmer with a timely and efficient response
working as part of a team and be able to stimulate and motivate others while being aware of and responsive to their needs and concerns
assist other markets by handling cross-market calls, ensuring that as many calls as possible are handled and converted into sales
dealing with customer complaints in a professional manner to reinforce a positive image of hertz.working with and through others, in order to sell and promote reservations and hertz products, building and maintaining relationships, procedures and guidelines,
job purpose
the primary mission of the contact centre agent - reservationsisto handle all incoming customer calls in line with hertz quailty stanadrds.
contirbute to the achieevment of team taregts by acitve particpiation in team breifs and 1-2-1 meeitngs.
commuincate to team leaedrs all relveant customer feebdack to faciiltate on-gonig improevments in our service and prcies and the contniuous improevment of the contact centre.
key-result areas
receive incoming calls from the market, whilst converting the maximum number of these calls and enquiries into sales.
ad-hoc tasks as assigned by the team leader.
achieve performance targets (sales, call-handling and quality) as set out by the market manager and team leaders.customer service environment or contact centre required
knowledge
good working knowledge of microsoft: word & excel
fluency in german and english essential
leaving certificate or equivalent education standard required
skills
strong sales skills, \"selling\" (rather than \"telling\")
highly customer service oriented with adherence to established guidelines and procedures
excellent communication skills – written & spoken
excellent problem solving skills and ability to prioritise
ability to work in a fast-paced environment
socially-focused; with \"how can i help you?\" attitude
good team player with ability to build and maintain relationships
competencies
primary
relationship management & team working
effective communication
business & customer orientation
analysis & decision making
organisation & resource management
personality traits
drive & initiative
professionalism & resilience
adaptable and flexible,
mandatory requirements:
professional experience
previous experience in a sales, persuasive.
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