Subject Matter Expert

Description

Avis Budget Group operates a network of 350 rental stations and 4 regional headquarters in the Central Region (Germany, Poland, Austria, Switzerland, Czech Republic)). Infrastructure and end user support at these sites is provided by a number of onshore and offshore partners who are managed by a central ABG IT team.

Key Accountabilities:

• Acts as a Support function in knowledge related topics, to the entire Team.
• acts as a “Knowledge carrier” who oversees all processes and looks for areas of improvement / implementation
• Perform regular Quality checks, track the results and perform regular reporting activities.
• Perform Knowledge Handover to new employees in form of trainings
• Support the Team Leader in preparation of reports (such as Quality/Training related/etc.)
• Supports the team in case of need with regulary/ day to day business activities. i.e.:
• Phone answering - to take orders from German speaking assistance companies who are based in Germany/Austria/Switzerland
• Verification of feasibility by contacting the Avis rental stations, execute the reservation in Avis internal systems and confirm the reservation/reservation number to the international assistance companies. In case of non-feasibility, feedback needs to be delivered to the international assistance companies within the agreed service levels and market standards
• Order acceptance via phone from insurance companies, assistance/leasing companies and from damage network service providers. Followed by coordination with customers, car workshop & rental station. (e.g. clarify position of the rental vehicle, etc.)
• Order acceptance via E-Mail/Online systems from insurance companies, assistance/leasing companies and from damage network service providers. Followed by coordination with customers, car workshop & rental station. (e.g. clarify position of the rental vehicle, etc.)
• If necessary, repeated contact with the injured party to determine their mobility needs
• Implementation of orders for all rental car areas of the replacement business, i.e. pre-runner, accident replacement car, inspection replacement
• Correct and individual implementation of all agreed procedures with the customer (assistance, insurance, leasing).
• Localization of the usable stations using Google Maps or similar
• Consider the current Avis rental procedure in the respective rental country such as: minimum age, means of identification, etc.
• Registration of orders in the respective handling tools

Our Requirements:

• Min. high school education (University or College degree are an advantage)
• Fluent in the languages of the partner country – German C2
• At least advanced conversation-level knowledge of English – C1
• User-level knowledge of MS Office (Word, Excel, Outlook)
• Customer focused mind-set
• 1 year + relevant experience
• Highly developed written and verbal communication skills
• Experience in delivery of trainings/knowledge Transfers
• Experience in Quality related task
• Ready to work in a 24 hours/365 day operation team

R0153684