Agent: Call Centre | Europcar | Bruma, JHB

Job Description

The Call Centre at Zulberg Close within Europcar has a permanent opportunity available for a Call Centre Agent. At Europcar we are totally committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy. This role is rewarding for those who derive satisfaction from being of service, can cope well under pressure and have the ability and drive to consistently make customers feel special. If this is you, this role is the one for you!

Position Overview

To identify the needs of the customers, match and exceed their needs and expectations with our service offering. Maintain business growth through professional interactions and effective service delivery to booking agents, customers.

Should your application be short-listed you will be contacted for an interview. If you have not received an invitation to attend an interview within 3 weeks of the advertised vacancy closure, please consider your application unsuccessful.

Specific Role Responsibilities

Job Outputs:

• Demonstrate a high level of customer service at all times.
• Process domestic and international car rental quotations and reservations.
• Demonstrate accurate and current knowledge of products, services, promotions, terms and conditions, processes, rental policies and other general knowledge necessary to perform duties.
• Maximise opportunities to sell rental products and services and use up-selling techniques to promote sales and achievement of departmental targets and goals.
• General information distribution and after sales service.
• Conflict resolution
• Record keeping
• Liaise with internal departments.

Qualifications and Experience

Minimum Experience

• 2 years Customer Service/Call Centre experience

Minimum Qualification

• NQF level 4 (Matric or equivalent)

Minimum Requirements

• Computer literate with an intermediate level of comfort with Excel and Outlook.
• A valid, unendorsed drivers’ license.

Skills and Personal Attributes

Competencies

• Excellent communication skills
• Able to effectively do a needs analysis with customers.
• Listening skills
• Customer Service skills
• Selling skills
• Discipline, compliant to rules and procedures.
• Adaptable: fast learner and shows positive response to change.
• Attention to detail, accurate.
• Persuasion
• Rapport-building skills
• Time management
• Able to display patience and tolerance

Personal Attributes

• Customer centric
• Consistent, particularly in the application of skills, knowledge, attitude & talents.
• Target orientated
• Patient
• Team player
• Observant
• Resilient: must be able to work under constant measurement and pressure.
• Positive
• Integrity
• Self-motivated
• Self-confident