At a Glance
- Tasks: Resolve complex customer queries and ensure satisfaction as an Escalations Agent.
- Company: Join Europcar, a global leader in mobility services with a supportive culture.
- Benefits: Enjoy competitive salary, employee discounts, and cash rewards for referrals.
- Other info: Great opportunities for career growth within an internationally recognised brand.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic team.
- Qualifications: Two years of customer service experience and strong communication skills required.
The predicted salary is between 63000 - 77000 $ per year.
About the role: Europcar are seeking a customer-centric and motivated Escalations Agent to join our Escalations team on a full time basis located at our Head Office in Tullamarine, Victoria. Reporting to the Service Delivery Manager, this role is responsible for resolving complex customer queries and ensuring customer satisfaction and loyalty.
What's on offer:
- Competitive salary package
- Continuous learning and professional development opportunities
- Earn cash rewards through our Employee Referral Program for successfully referring candidates
- Enjoy significant employee discounts on various offerings, such as discounted car rentals for yourself, family, and friends, as well as pet insurance and more
- Be part of an internationally recognised brand with prospects for national and global career growth
- Access to Employee Assistance Program and the top-rated Calm App for mental fitness
- Experience a positive workplace culture, collaborating with a dynamic, supportive, and high-achieving team
Key responsibilities:
- Act as the main point of contact within the Contact Centre team to handle escalations and high risk claims
- Receive and manage customer inquiries and complaints in a timely and professional manner in accordance with procedures
- Assist with the day to day responsibilities of managing departmental inbox and allocation of cases across the team
- Strive to meet or exceed customer satisfaction goals and key performance indicators (KPIs)
- Identify trends and recurring issues and provide feedback and recommendations for process improvement
Requirements:
- Minimum two (2) years' customer service experience
- Previous administration experience
- Intermediate computer skills in Word and Excel is essential
- Clear, confident communication skills, both written and verbal
- Ability to coordinate multiple tasks and work under tight deadlines
- Excellent problem solving and decision making abilities
Escalations Agent in Melbourne employer: CLA Trading Pty Limited
Europcar Mobility Group is an exceptional employer, offering a dynamic work environment in Melbourne that fosters professional growth and development. With competitive salaries, extensive training opportunities, and a strong commitment to employee wellbeing, including six weeks of employer-paid parental leave and 24/7 support, we prioritise our team's success and satisfaction. Join us to be part of a global leader in mobility services, where your contributions directly enhance customer experiences and drive business growth across VIC and TAS.
