Customer Care Agent

Europcar Group UK Limited; Leicester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Competitive salary

On-site parking

Pension and life insurance

Enhanced maternity leave

Discounted car hire rates

EE mobile discounts

Hotel discounts

Cycle2Work

Free annual eye tests

Job summary

Europcar Mobility Group in Leicester is seeking a Customer Care Agent to handle inbound and outbound enquiries across the rental journey, using multiple applications to support reservations and live rentals. You will provide post-rental support, adhere to SLAs, and work with internal and external customers in a fast-paced, service-driven environment.

Working hours: 40 hours per week (Mon-Fri 08:00-18:00, Sat 08:00-13:00).

Qualifications

• Excellent administrative skills and attention to detail.
• Strong communication abilities.
• Proficiency with Microsoft Office and Google packages.
• Ability to work on own initiative and in a team.
• Highly results-driven.

Responsibilities

• Maintain a high quality of Customer Service in line with One objectives.
• Establish and maintain good relationships with internal and external customers.
• Place reservations via phone or email using multiple applications.
• Assist customers during live rentals.
• Provide post-rental support through proactive complaint management.
• Provide technical support where necessary.
• Act as the day-to-day liaison for Customer and Europcar branches.
• Ensure SLAs are exceeded as specified in contracts.
• Ensure policy and rental rate security.
• Report system issues to Team Leader/Line Manager promptly.
• Maintain professional image in the work area.
• Complete other duties as required by Team Leader/Line Manager.

Skills

Administrative skills

Communication

Attention to detail

High quality standards

IT proficiency

Teamwork

Result driven

Tools

Microsoft Office

Google packages

Job description

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

Key skills and attributes required:

• Excellent administrative skills, communication and attention to detail
• High quality standards
• First class IT - knowledge of all Microsoft and Google packages
• Able to work using own initiative as well as ability to work within a team
• Highly results driven