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Job Description
- Job Description: To handle complaints and enquiries from lease and rental customers. To feedback to management on recurrent issues. To comply with Hertz policies procedures and ensure a high level of customer satisfaction.
- Key Responsibilities:
- Customer Service: Ensure 90% of Customer queries are resolved in the first attempt to ensure continuous process improvement and raise our customers service standards.
- 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.
Job Requirements
Minimum Qualifications and Knowledge
- College Graduate-Holding a degree in Bachelor Science in
- Secondary Education
Minimum Experience
- Relevant experience in Call Center
- (with specialization in customer service)
Job-Specific Skills
- PC- literate, good command of English Language both written and verbal, customer centric, time management, analytical, planning and organizing
Behavioural Competencies
- Team player, assertiveness, influencing, creativity, proactive and commitment to achieve.
