Address
Form of workAbout the role:
Europcar are seeking a customer-centric and motivated Customer Service Agent to join our Escalations team on a full time basis located at our Head Office in Tullamarine, Victoria.
Reporting to the Service Delivery Manager, this role is responsible for resolving complex customer queries and ensuring customer satisfaction and loyalty.
The successful candidate will be responsible for addressing customer complaints, concerns, and escalations, utilising excellent communication and problem-solving skills to ensure a high level of customer service throughout Australia and New Zealand.
What's on offer:
- Competitive salary package
- Continuous learning and professional development opportunities
- Earn cash rewards through our Employee Referral Program for successfully referring candidates
- Enjoy significant employee discounts on various offerings, such as discounted car rentals for yourself, family, and friends, as well as pet insurance and more
- Be part of an internationally recognised brand with prospects for national and global career growth
- Access to Employee Assistance Program and the top-rated Calm App for mental fitness
- Experience a positive workplace culture, collaborating with a dynamic, supportive, and high-achieving team
Some of the key responsibilities include:
- Act as the main point of contact within the Contact Centre team to handle escalations and high risk claims
- Receive and manage customer inquiries and complaints in a timely and professional manner in accordance with procedures
- Assist with the day to day responsibilities of managing departmental inbox and allocation of cases across the team
- Strive to meet or exceed customer satisfaction goals and key performance indicators (KPIs).
- Identify trends and recurring issues and provide feedback and recommendations for process improvement
To be considered for this position you should possess:
- Minimum two (2) years' customer service experience
- Previous administration experience
- Intermediate computer skills in Word and Excel is essential
- Clear, confident communication skills, both written and verbal
- Ability to coordinate multiple tasks and work under tight deadlines
- Excellent problem solving and decision making abilities
About Europcar Mobility Group
Europcar Mobility Group is a major player in mobility markets and listed on Euronext Paris. Europcar Mobility Group’s purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light" and equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).
Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Business, Leisure and Local - which respond to the specific needs and use cases of both businesses, professionals and individuals. The Group’s 4 major brands are: Europcar® - the European leader of car rental and light commercial vehicle rental, Goldcar® - the low-cost car-rental Leader in Europe, InterRent® – ‘mid-tier’ car rental and Ubeeqo® – one of the European leaders of round-trip car-sharing (BtoB, BtoC).
Europcar Mobility Group delivers its mobility solutions worldwide solutions through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).
Further details on our website: www.europcar-mobility-group.com
IMPORTANT: Europcar Mobility Group conducts pre-employment screening checks on all prospective employees to verify prospective employees are not recorded on an International Sanctions List. By submitting your application you consent to Europcar Mobility Group completing a check as part of its recruitment process.
Please note, only shortlisted candidates will be contacted.
