Job Details
Skills And Tools:
Job Description
Job Description:
To handle and convert reservation enquiries with follow up until the agreement is opened. To handle broker and direct channel reservation loading. To assist with Customer Service queries where required. Comply with Hertz policies, procedures and ensure a high level of customer satisfaction.
Key Responsibilities:
Daily, Weekly & Monthly Targets: Achieve reservation targets set by line manager on a monthly basis.
Reporting: Accurately generate and share designated reports as per schedule and ensure that 1 more team member is trained on the same report(s) in case of absence.
Call Abandoned Rate: Achieve an average monthly abandoned rate of 4% or below to ensure that customer interactions are maximized.
Call Quality: Achieve an average call quality score of 85% or above to ensure a consistent level of service is provided at each customer interaction.
Reservation Accuracy: Accurately load all reservations without error in car group, location, tariff etc.
Job Requirements
- Minimum Qualifications and Knowledge: Higher Secondary Education
- Minimum Experience: Relevant experience in Call Centre (with specialization in sales and customer service)