Digital Voice Check In Agent

Descripción

Job type: Digital check-in agent

Full-time: Permanent

Hybrid (office and home based)

Shift and schedule: 8 hour shifts across 6 days (including 1 Sunday a month)

Role Overview:

This is a core role to ensure the success of our digital smart service initiative. We know that speed of service is fundamental to improving the customer experience, and digital smart service provides us with a way to deliver this.

This person will be responsible for ensuring we obtain vital information from our customers in advance of their arrival to reduce unnecessary contact between our employees and customers, reduce wait times, and offers our customers a better rental experience.

They need to be able to converse with customers in a professional way in both written and spoken format, handle a variety of customer queries and confidently sell our products where appropriate. This person enjoys taking a flexible approach within the role, has sales experience and is passionate about owning the overall customer journey.

Responsibilities:

• Liaise with our customers who have upcoming bookings via telephone and email to speed up the collection of their rental.
• Provide exceptional levels of customer service, delivering a personalized, efficient, and friendly service with the ability to take ownership of customer enquiries through to resolution.
• Carry out right to rent driving licence checks and identification checks, highlighting any potential risks and following company policies and procedures.
• Maximising revenue through the sale of additional products, services, and lead generation aiming to achieve and exceed sales targets both individually and as a team.
• Owning any customer concerns using techniques such as Listen, Own and Resolve.

Skills/Experience:

• Experience working in a customer service environment.
• Proficient in MS Office Applications
• High standard of verbal and written English, with the ability to converse via telephone and email.
• Ability to work independently and as part of a team
• Good time management and prioritization
• Excellent communication and interpersonal skills
• Ability to speak multiple languages is desirable but not essential.

Great rewards for great work

Great customer experiences begin with team members who feel valued and respected. That’s why we are committed to looking after our people as much as our customers. We offer:

• 25 days holiday plus Bank Holidays
• Highly competitive commissions
• Company Pension
• Employee Health Programme
• Employee discounts on car rental across Avis Budget Group.
• Cycle to Work Scheme.
• Many retail discounts on – travel and leisure, health & well-being, eating out, shopping and lifestyle.

R0163937