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Description
contact centre agent - french market (start dates jan/feb/mar 2012)
job id:
tutoring new reservation saels agents to assist in the on-the-job training of new team members.\"selling\" (rather than \"telling\")
highly cusotmer 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 & cusotmer orientation
analysis & decision making
organisation & resource management
personality traits
drive & initiative
professionalism & resilience
adaptable and flexible, customer service environment or contact centre required
knowledge
good working knowledge of microsoft: word & excel
fluency in french and english essential
leaving certificate or equivalent education standard required
skills
strong sales skills,
mandatory requirements:
professional experience
previous experience in a sales, persuasive.
track all reservations on-request and provide the customer 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 hanlding crsos-makret calls, ensruing that as many calls as posisble are hanlded and convreted into sales
deailng with customer compalints in a professional manner to reinofrce a postiive imgae of hetrz.
commuincate to team leaedrs all relveant customer feebdack to facilitate on-going improvements in our service and prices and the continuous improvement of the contact centre.
contribute to the achievement of team targets by active participation in team briefs and 1-2-1 meetings.
achieve performance targets (sales, call-handling and quality) as set out by the market manager and team leaders.
key-result areas
receive incoming calls from the market, whilst converting the maximum number of these calls and enquiries into sales.36197
# positions: 8
location: ie-dublin
category: worldwide reservations
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more information about this job:
general responsibilities:
positions are to commence in jan/feb/march/april 2012. interviews may begin end of 2011.
ad-hoc tasks as assigned by the team leader.
job purpose
the primary mission of the contact centre agent - reservationsisto handle all incoming customer calls in line with hertz quality standards, working with and through others, in order to sell and promote reservations and hertz products, procedures and guidelines, building and maintaining relationships.exceeding the customer’s service expectations while converting phone calls into reservations.
sell hertz products and services where appropriate to ensure that more and more customers are aware of and involved in hertz loyalty programmes.
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