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Customer Service

Multilingual Customer Experience Representative

La description

The Business Support Centre (BSC) of Avis Budget Group, a globally leading vehicle rental service provider, is providing support from beautiful Budapest mainly covering customer care, commercial support including various service lines, and financial services. If you'd like to join, we are now offering a career-defining opportunity within a successful and fast-growing business where colleagues are empowered to help shape functions delivering tangible business improvement across a complex European organization. It's a very exciting place to be — dynamic, creative, and collaborative.  What we offer: our BSC is a Centre of Excellence and the largest Avis Budget Group site globally; in 2018 was awarded the Shared Service Firm of the Year in Central Eastern Europe; multicultural, diverse team with colleagues from over 40 different countries; friendly, collaborative culture & approachable leadership; Hungary’s greenest, environmentally conscious, award-winning office; home-office policy Currently, we are looking for talented representatives for our Customer Experience department, which is responsible to cover the following processes:   Resolution Team: This team handles offline queries arising after car rentals for 15 countries in the customer’s native language to ensure our customers' satisfaction. Usually, cases involve invoice and refund requests and general questions, and feedback about the rental experience with one of our brands. Damage: The main focus is on solving the problems of customers arising in connection with rentals where the damage occurred by providing appropriate information and excellent customer service support. The team is receiving and owns voice and non-voice Damage complaints from customers and partners, and they are responsible for problem-solving and answering inquiries independently or with help of standard letters. ABS (Avis Business Services): This team is responsible for Frequent Traveler Program (FTP) queries and pre-paid refunds. They also support prepayment cases from rental stations and process account reconciliations. Executive Management Team (EMT): This team handles the queries from our most special customers (e.g. ABG Senior Leadership team, Lawyer correspondence; Country & HQ communication team), and undertakes in-depth investigation and resolution into high-level customer complaints end ensures the end-to-end resolution of the case. Intermediaries: The key focus of the team is to handle and resolve queries and disputes coming either from brokers or from Customer Care departments of licensee countries (for rentals in corporate countries).  Social Media: This team is in charge to respond to all Social Media posts referring to ABG’s brands and increase its reputation, and also address positive, neutral, and negative sentiments on SM platforms. The key focus is solving the problems of customers arise connecting with rentals by providing appropriate information and excellent customer service support. To join us, we are looking forward to your application if you have: high school education (University or College degree is an advantage) fluent knowledge of one of these languages: German, French, Italian, Spanish, or Portuguese (verbal, written) - although some positions may be available in English only in some of the teams confidence in English is also a requirement experience in a Shared Service environment is an advantage but not a must excellent written and verbal communication skills, customer orientation outstanding problem-solving skills, logical and proactive thinking attention to detail, ability to tolerate monotony collaborative approach, team spirit ability to prioritize in a fast-paced environment, multi-tasking skills ability to take initiative and act assertively even in situations not yet experienced experience in using Microsoft Office, especially Excel with confidence Budapest Hongrie

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