Customer Car Hire Administrator

£17,500 per annum
20 Jan 2019
20 Feb 2019
Contract Type
Full Time

Europcar has an excellent opportunity for a Customer Service Administrator to join our existing team providing an on-site professional and friendly service, managing reservations, extensions, terminations and customer service for Mercedes-Benz Cars UK on behalf of The RAC.

Working Hours

  • Shift work between 07:00 - 22:00 Mon - Fri and will involve weekends and bank holidays on a rota basis

Skills Required

  • Excellent telephone manner and Customer Service Skills
  • Excellent data entry skills
  • Ability to work under pressure and to required deadlines
  • Experienced in the use of all Google Applications, such as Sheet and Docs
  • Call centre experience essential
  • Excellent timekeeping and sickness record
  • To understand Europcar Groups Values and company structure

Key Personal Activities

  • Dealing with a high volume of inbound calls from customers, RAC operational teams, Mercedes-Benz Retailers and Europcar Stations
  • Processing a high volume of reservations, discussing terms and conditions with customers whilst accurately completing data entry
  • Ensure that team and personal targets and service levels are collectively achieved
  • Full rental management from reservation through vehicle delivery, through to vehicle collection, including customer aftercare
  • Management of required daily, weekly and monthly reports
  • Complete customer satisfaction callbacks following vehicle delivery
  • Work closely and establish good working relationships with RAC teams and Europcar Rental Stations
  • Check all reservations periodically to ensure that Stations have received and confirmed the hire request
  • Process cash extension rentals
  • Manage live customer queries relating to the Europcar rental process
  • All daily tasks to be accurately completed
  • Maintain complete security of all Europcar policies, rates, terms and conditions
  • Carry out other tasks and duties as may reasonably be required
  • To maintain a high quality of Customer Service to all customers, internal and external
  • To follow all Operational procedures and Working Instructions applicable to the job
  • Ensure all reservations are accepted, confirmed by Stations and managed within the agreed Service Level Agreement
  • Ensure any system issues/contract discrepancies are brought to the attention of your 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
  • Ensure that you are aware of and contribute to the achievement of personal and team targets

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