The Hertz Corporation Concierge Team Member - German, Spanish/Italian Speaking in Dublin, Ireland
Hertz started as a 12 car operation in Chicago in 1918, and has since grown into one of the world’s leading car rental companies with over 9000 corporate and franchise locations throughout approximately 140 countries. The secret of our success is no secret, really - it lies in providing rewarding career paths, fostering personal achievement and celebrating our collective success. Being a world leader takes talent, a clear vision of the road ahead, a driving passion for excellence, but most of all, great people.
Our European Service Centre office based in Swords Dublin employs approximately 830 people with over 39 different nationalities and we’re currently looking for Agents to join the Concierge Team
What is this role all about?
We are looking to recruit dynamic and flexible team members who are passionate about delivering high quality personalised customer support in the quickest, simplest, easiest way possible ensuring consistent standards of service delivery to our top end customer in order to make them feel great about Hertz along the way.
Primary Duties and Responsibilities
Investigate and resolve incoming customer queries & complaints received via phone, email or chat channels to ensure customer satisfaction in a fast and efficient manner.
Provide a one stop-shop for our high profile customers by understanding all parts of the business & processes
Ensure that Hertz systems and research tools are used effectively in order to decide if a Financial adjustment should be awarded
Reach and maintain set department file closure times to ensure customer service levels are achieved and exceeded and file aging is kept to a minimum
Reach and maintain file quality standards to ensure customer service levels are achieved and exceeded
Tolerance for managing pressure during peak times
Contribute to the lively internationally diverse culture in Hertz with a positive attitude and open mind
Keep detailed records of Executive contacts, to aid reporting, vital to the business.
Work closely with Senior Management and Operations teams in country in order to establish a direct route of communication to resolve cases in short time frame.
Deal with matters of a sensitive nature that may require you to work with members of the legal, media and security teams.
To define and manage own personal development in order to support own current and future personal effectiveness
Ensure all SOPs/Guidelines/Intranet is updated with accurate & up to date information
Any other duties deemed necessary by the Team Leader.
Be fully conversant with Hertz Mission Vision and values and seek to fulfil them in daily work
What do we need from you?
Minimum 1 years’ experience in Contact Centre Environment
Knowledge of Hertz Business processes and systems
An excellent level of English and German, French, Italian or Spanish (oral and written) is essential
Written communication skills – expressing concepts and information in a range of written formats such as training & development material and briefing documents
Tact and diplomacy while dealing with high profile customers
Attention to details
Ability to take difficult decisions
Excellent verbal communication skills
We will offer successful candidates who are overseas a relocation package. In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives such as: Canteen, Gym, staff discount programme and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW
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Job ID 151386
# Positions 8
Category Customer Service
Division HESC - Reservation Centre
Position Type Regular Full Time