Job Description

Key responsibilities:

Call Center Agent

• Answer phones and respond to client requests, reservations, and customer queries/complaints; register information into the computer system.
• Receiving and responding to emails related to reservations, enquires and complaints, while forwarding them to the concerned department when required. A follow up should be done to ensure that the completion.
• Record and reply to the complaints and escalate them to the relevant department for appropriate action to be taken.
• Recognize and alert supervisors of trends in customer calls.
• Ensure that 80% service levels of the call center are met as per the standards

Customer Service

• Maintain excellent client relations and ensuring speedy resolution of queries and grievances within the SLA leading to generation of avenues for further business.
• Ensure the highest level of customer service is provided while converting as many enquiries into sales.
• Ensure continuous interaction with the customer to confirm that areas of concern can be worked upon for improved service levels.
• Follow-up on customer inquiries not immediately resolved and ensure that the end result is well communicated with the customer.

Rental Administration

• Update systems when needed (Carpro, Wizard, WarLoc, Intranet, etc..) to keep up to date and ensure all reservations and information is recorded in a timely manner.
• Report all the complaints handled and Initiatives to improve NPS for AVIS UAE
• Generate outbound leads and contribute to an increase in the GSA business
• All Internal communications has to be well maintained with access to the call center team in a shared folder with respect to customers complaints, enquiries, reservations, new business prospects, sales leads, latest partnership guidelines, ongoing promotion updates etc.

Job Type: Full-time

Application Question(s):

• Knowledge of Rental / Travel Industry

Experience:

• Rental / Travel industry: 2 years (Required)

Language:

• Arabic (Preferred)