Customer Care Agent

Europcar España; Leicester; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a forward-thinking company that prioritizes exceptional customer service and operational excellence. In this role, you will maintain high-quality standards while managing customer reservations and providing support throughout the rental process. Your strong communication and organizational skills will help you foster positive relationships with both internal and external customers. This position offers the opportunity to work in a dynamic environment where your contributions directly impact customer satisfaction. If you're results-driven and enjoy working in a team-oriented atmosphere, this role is perfect for you.

Qualifications

• Excellent administrative and communication skills with high attention to detail.
• First class IT skills, particularly with Microsoft and Google packages.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Maintain high quality customer service and manage reservations via phone or email.
• Act as a liaison for customers and Europcar branches to ensure smooth service.
• Provide post-rental support and manage customer complaints proactively.

Skills

Administrative Skills

Communication Skills

Attention to Detail

IT Skills (Microsoft and Google packages)

Customer Service

Time Management

Organizational Skills

Teamwork

Initiative

Job description

● 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.
● Provide 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.
● Demonstrate excellent customer service approach and work with strong organisational and prioritisation skills.
Key skills and attributes required:
● Excellent administrative skills, communication, and attention to detail.
● High quality standards.
● First class IT skills - knowledge of all Microsoft and Google packages.
● Able to work using own initiative as well as within a team.
● Highly results driven.
● Customer-centric approach.
● Confidence to work across all levels of the business.
● Practically minded: able to roll sleeves up and get stuck in.
● Available to work overtime when requested.
● Work well under pressure and achieve deadlines: excellent time management.
● Take ownership for all tasks and duties assigned to you.