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Customer Service

Customer Service Representative

  • AUS - Mascot - Level 1 Tower B, NSW, AUS , NSW, AUS
  • Customer Service
  • Full time
  • Added

Description

About Avis Budget Group

We don't just rent cars. We're changing the way people move. Across our world-famous brands -  Avis, Budget, Zipcar, and Apex  - we're leading the way for the global mobility industry.

Our brands represent a mobility ecosystem of more than 11,000 locations in approximately 180 countries. With more than 70 years of experience in managing global fleets and with one of the largest fleets of connected cars in the world, we are committed to innovation and are moving the future of mobility forward.

About the Role

As the Customer Service Officer you are the primary escalation point for all ABG International escalations, ensuring our brand integrity is met all times. In this role you will receive inbound escalation telephone calls or emails in relation to bespoke customer complaints. The role includes supporting, maintaining, completing and ensuring relevant outcomes are met, documents and case notes are accurate and kept up to date.

What you’ll do

  • Receive and handle inbound communications via telephone or email to assist with all customer satisfaction related enquires.
  • Manage complex customer complaints while assessing any claims that are placed by customers within SLA’s.
  • Apply dispute resolution frameworks including conciliations between locations and customers, employ negotiation and problem-solving skills to facilitate the appropriate resolution of disputes.
  • Risk assessment in potential further escalation or legal ramifications for our clients and key stakeholders.
  • Subject matter expert for Avis Preferred, President’s Club and bespoke queues
  • Maintain effective and efficient work processes and procedures complying with SOX and ISO requirements
  • Weekly and monthly reporting on escalations and complaints
  • Triaging with key internal and external stakeholders
  • Completes relevant documentation as required, maintain an accurate record keeping system (manually and electronically), prepares data, reports and documents, analyses information as required
  • Curate and provide constant improvement on policy and procedure for the wider business
  • Look for opportunities to decrease customer effort and reduce cost to serve

What we’re looking for

  • Previous experience in an administrative role
  • Demonstrated strong written and verbal communication skills such as understanding and communicating information to diverse customer groups
  • High level of interpersonal relationship skills
  • Highly effective communication and mediation skills to find a fair and reasonable outcome for customers
  • Ability to adjust your communication style to meet the needs of customers while remaining independent and impartial
  • Strong attention to detail and ability to prioritise and multi-task in a fast-paced environment
  • Proficient use of MS Office skills with a high level of keyboard skills and accuracy

Benefits and Perks

  • Competitive salary
  • Flexible work environment
  • Wellbeing programme incl. life insurance + discounted health insurance + superannuation options
  • Access to Perkbox – discounts and offers with hundreds of retailers and big brands, including on cinema tickets , fitness classes , shopping discounts and much more
  • Employee discounts on car rental across Avis Budget Group
  • Employee Assistance Programme (EAP) provided by Converge – 24/7 support for your mental health and wellbeing
MascotNew South WalesAustralia
Airport Ops

How are we connecting you to more?

Whether it’s a leisure or business trip, we help people come together during those times that matter most to them. Avis Budget Group is the global leader in car rental services and home to Zipcar, the world’s leading car-sharing network. No matter where customers are in the world, we can offer them a mobility solution tailored to their needs. Want to join us? Discover more of the moments that matter in a career with us.

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