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 professional development opportunities.
- Other info: Great career growth prospects within an internationally recognised brand.
- Why this job: Make a real impact by helping customers and improving processes 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
Some of the key responsibilities include:
- 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
To be considered for this position you should possess:
- 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: Europcar
Europcar Australia is an exceptional employer, offering a dynamic work environment in Tullamarine, Victoria, where innovation and collaboration thrive. Employees benefit from ongoing training, generous parental leave, and access to exclusive discounts and travel perks, all while being part of a global brand committed to sustainable mobility solutions. With a strong focus on employee wellbeing and career development, Europcar fosters a culture that values growth and satisfaction, making it an ideal place for those seeking meaningful and rewarding employment.
