Escalations Specialist - Customer Care & Resolution

Europcar; Melbourne; Sur place; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service experience

Administration experience

Clear communication

Multitasking

Problem solving

Outils

MS Word

MS Excel

Description du poste

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.