Job Details
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Job Description
JOB PURPOSE:
- To handle and convert reservation inquiries 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 ACCOUNTABILITIES:
- Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
- Daily, Weekly & Monthly Targets: Achieve reservation targets set by line manager on a monthly basis
- Reporting: Accurately generate and share designated reports as per the 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 interaction 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 CONTEXT:
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Define organizational policy and other factors that have a critical impact on the job
To carry out business practices that are ethical and in line with Hertz and Al Futtaim policies. - To develop a strong relationship with the customers and manage their expectations leading to better customer satisfaction and retention.
- To work closely with the other departments like customer relations, logistics, and rental branches to be able to handle rental queries efficiently.
Job Requirements
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Minimum Qualifications and Knowledge:
- Higher Secondary Education
Minimum Experience
- Relevant experience in Call Centre (with specialization in sales and customer service)
Job-Specific Skills:
- PC- literate, good command of the English Language both written and verbal, customer-centric, time management, analytical, planning, and organizing
Behavioral Competencies:
- Team player, assertiveness, influencing, creativity, proactive and Commitment to achieving.
