Consultant: Customer Service | Europcar | Bruma at Motus Holdings Limited

Job Description    
The Call Centre at Zulberg Close within Europcar has a permanent opportunity available for a Customer Services Consultant. At Europcar we are totally committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy. This role is rewarding for those who derive satisfaction from being of service, can cope well under pressure and have the ability and drive to consistently make customers feel special. If this is you, this role is the one for you!

Covid-19 vaccination is an important part of Motus Retail and Rental’s commitment to stopping the spread of COVID-19 not only in our workplaces, but the country as a whole. This is because vaccines offer protection to employees by reducing their risk of infection, or the severity of their symptoms; and at a population level, referred to as population-immunity. Given that vaccination is a priority in the fight against COVID-19, we encourage vaccinated candidates to apply for the vacant position.

Position Overview    

• The purpose of the position is to provide a query handling platform to customers; processing customer service queries accurately and in a timely manner; resolving issues that impact negatively on the customer’s rental experience; determining reasons for errors, and recommending ways of improving the customer’s experience.

Specific Role Responsibilities    
Job Outputs:

• Respond to all email enquires within the turnaround time (48 working hours).
• Manage and resolve all queries within the expected turnaround time (48 working hours).
• Fully responsible for resolving customer issues, both internal and external, proactively solving the source of the issue.
• Ensure that queries are accurately logged, and that the correct query code is applied to the dispute.
• Conduct a thorough investigation and provide sufficient information to substantiate processing of credit/debit.
• Ensure the relevant authorization is received before a credit note is processed.
• Close queries once resolved.
• Fully responsible to provide the customer, both internal and external, with feedback on outcome of query or to keep the customer up to date with any delays.
• Identify inaccuracies and address issues with the relevant departments and regions with the view to minimizing errors.

Qualifications and Experience    
Minimum Experience

• 3 years within the customer service environment. A focus on query management strongly preferred but not the only factor considered.

Minimum Qualification

• Grade 12/ Matric
• Relevant tertiary qualification – an advantage.

Minimum Requirements

• Computer literate (MS Office)

Skills and Personal Attributes    
Competencies

• Communication (highly proficient – written and verbal)
• Excellent interpersonal skills, articulate and well-spoken with internal and external customers on all levels.
• Customer Service
• Query Resolution
• Conflict Management
• Systematic problem solving skills
• Analytical
• Numeric Reasoning ability
• Strong administrative skills
• Must be able to work under pressure
• Time Management, including strong organizational and multitasking skills, meeting deadlines etc.
• High levels of accuracy
• Attention to detail
• Assertive