Customer Care Agent

Leicester Source: WhatJobs

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Europcar Mobility Group

At Europcar Mobility Group, our purpose is to help to change the way you move. We are guided by our core values: We are happy to help, We embrace change, We take responsibility, We act with respect and We move as one. Our culture is built on valuing the contribution and diversity of our team where every individual is treated with dignity and respect. Acting with respect is at the heart of everything we do, and we are fully committed to creating a workplace where differences are celebrated and everyone feels empowered to contribute their unique perspectives.

Job Description Location: Leicester HQ The Business Services Department based at Europcar's 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 support to 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 various systems 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.

Working hours: 40 hours per week: Monday - Friday - 0800 -1800 and Saturday - 0800 -1300

Benefits:

Competitive Basic Salary Starting on 6 weeks holiday (including bank holidays), increasing with length of service
Free on site car parking (subject to availability)
Pension and a life insurance scheme
Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
Discounted car hire rates across our network
20% discount on EE mobile phone contracts*
Discounted hotel rates through the Accor Group after 12 months service*
Cycle2Work*
Free annual eye tests
Confidential legal and support service through BUPA Career progression and development *forms part of current non contractual benefit offering

Main duties:

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
Placing reservations via phone or email utilising multiple applications and/or providing reservation support to those using direct hire sites
Assisting our customers during their live rental
Providing post rental support through proactive complaint management
Providing 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