Contact Centre Agent German Market Start 28th Feb 2011
Job purpose The primary mission of the Contact Centre Agent - Reservations is to handle all incoming customer calls in line with Hertz quality standards, procedures and guidelines, working with and through others, building and maintaining relationships, in order to sell and promote reservations and Hertz products. Exceeding the customers service expectations while converting phone calls into reservations.
Key-result areas Receive incoming calls from the market, whilst converting the maximum number of these calls and enquiries into sales. Sell Hertz products andservices where appropriate to ensure that more and more customers are aware of and involved in Hertz loyalty programmes. Achieve performance targets (sales, call-handling and quality) as set out by the Market Manager and Team Leaders. Contribute to the achievement of team targets by activeparticipation in team briefs and 1-2-1 meetings. Communicate to Team Leaders all relevant customer feedback to facilitate on-going improvements in our service and prices and the continuous improvement of the Contact Centre. Track all reservations on-request and provide the customer with a timely andefficient responseWorking as part of a team and be able to stimulate and motivate others while being aware of and responsive to their needs and concernsAssist other markets by handling cross-market calls, ensuring that as many calls as possible are handled and converted into salesDealing withcustomer complaints in a professional manner to reinforce a positive image of Hertz. Tutoring new Reservation sales agents to assist in the on-the-job training of new team members. Ad-hoc tasks as assigned by the Team Leader. Professional Experience
Previous experience in a sales,customer service environment or contact centre required
Knowledge Good working knowledge of Microsoft: Word & ExcelFluency in German & English essentialLeaving Certificate or equivalent education standard requiredSkills Strong Sales Skills, persuasive, "selling" (rather than"telling")Highly Customer Service Oriented with adherence to established guidelines and proceduresExcellent communication skills - Written & SpokenExcellent problem solving skills and ability to prioritiseAbility to work in a Fast-paced environmentSocially-focused; with "how can I help you? "attitudeGood Team Player with ability to build and maintain relationships Competencies
At Hertz, we regard you as valued partners in our distribution and service delivery system, recognising your significant contribution to our success in serving business and leisure travellers world-wide. Address: Swords Business Park Swords, Co. Dublin, Ireland Website: hertz. com
