Escalations Agent

Europcar; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Employee referral program

Employee discounts on rentals and pet-

Career growth and global opportunities

Employee Assistance Program and Calm

Positive workplace culture

Job summary

Europcar is seeking a customer-centric Escalations Agent to join the team at our Head Office in Tullamarine, Victoria. This full-time role reports to the Service Delivery Manager and focuses on resolving complex customer queries to maintain satisfaction and loyalty.

You will handle escalations within the Contact Centre, manage high-risk claims, and contribute to a positive workplace culture while supporting continuous improvement initiatives.

Qualifications

• Minimum two years of customer service experience.
• Previous administration experience is required.
• Intermediate MS Word and Excel skills are essential.
• Clear, confident written and verbal communication.
• Ability to coordinate multiple tasks and work under tight deadlines.

Responsibilities

• Act as the main contact within the Contact Centre to handle escalations.
• Receive and manage customer inquiries and complaints professionally per procedures.
• Assist with day-to-day management of departmental inbox and case allocation.
• Strive to meet customer satisfaction goals and KPIs.
• Identify trends and provide feedback for process improvements.

Skills

Customer service experience

Administration experience

Clear communication

Multitasking

Problem solving

Tools

MS Word

MS Excel

Job description

Job Description

About the role:

Europcar are seeking a customer-centric and motivated Escalations 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.

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 global mobility player, with 75 years of mobility services expertise and a leading position in Europe.

“We help to change the way you move” is what we stand for and brings us together. More than ever, we’re committed to delivering simple, seamless, innovative solutions that make mobility easy, enjoyable and increasingly eco-friendly.

To do this, we offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 280.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a “value for money” positioning, and Euromobil®, a German car rental player. The Group also operates the “myEuropcar” platform for vehicle subscription.

Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 9,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries (including 15 wholly owned subsidiaries completed by franchisees and alliance partners).

More info: www.europcar-mobility-group.com

Europcar Mobility Group

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together.

We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a “value for money” positioning.

Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.

More info at: www.europcar-mobility-group.com