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Description
contact centre agent - german market
job id:
knoweldge of hertz procedures and systems desirable
ability to work in a faster-than-average-pace completing the task on time
competencies:
primary
relationship management & team worikng
effective communication
business & customer orientation
analysis & decision making
organisation & resource management
personality traits
drive & initiative
professionalism & resilience
adaptable and flexible.
key result araes:
investigate and resolve incoming customer queries and complaints to ensure customer satisfaction, team and department targets are met.
ensure that hertz systems and research tools are used effectively in order to decide if a financial adjustment should be awarded
reach and maintain set department file closure times to ensure customer service levels are achieved and exceeded and file aging is kept to a minimum
reach and maintain file quality standards to ensure customer service levels are achieved and exceeded
tolerance for managing pressure during peak times
contribute to the lively internationally diverse culture in hertz with a positive atttiude and open mind
any otehr duites demeed necessary by the team ledaer. (relveant areas: otehr rent a car compnaies, touirsm (trvael agecnies/tour opertaors), secreatrial)
knolwedge:
working knowledge of microsoft: word & excel
fluency in german & english essential
leaving certificate or equivalent education standard required
skills:
highly customer service oriented with adherence to established guidelines and procedures
good telephone manner
excellent problem solving skills with a technical/analytical focus
highly organised with the ability to prioritise, administration,
be fully conversant with hertz mission vision and values and seek to fulfil them in daily work
mandatory requirements:
professional experience:
3 -12 month experience in a similar environment.34530
# positions: 6
location: ie-dublin
category: customer service
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more information about this job:
general responsibilities:
job purpose:
to provide service excellence to customers by handling customer queries regarding rental charges and customer service issues under the consideration of hertz guidelines and procedures.
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