Escalations Agent

Job Description

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

About Europcar Mobility Group

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. We help to change the way you move is what we stand for and brings us together. More than ever, we're committed to delivering simple, seamless, innovative solutions that make mobility easy, enjoyable and increasingly eco-friendly. To do this, we offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 280.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles. Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning, and Euromobil®, a German car rental player. The Group also operates the "myEuropcar" platform for vehicle subscription. Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 9,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries (including 15 wholly owned subsidiaries completed by franchisee and alliance partners). More info: www.europcar-mobility-group.com

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. We help to change the way you move is what we stand for and brings us together. We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles. Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning. Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries. More info at: www.europcar-mobility-group.com

At the end of the 19th century, the car was a luxury reserved for the elite, but interested everyone, attracting crowds: in 1898, the first car show was held in Paris. Car rental will see the light a few years later, across the Atlantic, but its development will be stopped by the first and then by the Second World Wars. In the aftermath of the war, a Parisian entrepreneur revived the idea: If you can’t afford to buy a car, why not rent one when you need it? His name was Raoul-Louis Mattei and in 1949, he created "L'Abonnement Automobile": a company that would later become the Compagnie Internationale Europcars, then Europcar. Its headquarters, located 11 rue du Champ de Mars also included a rental agency. The company's success was rapid, as car rental responded to a real need. In 1951, l’Abonnement Automobile was the first company for car rental without a driver and its fleet counted 750 4 CV. Now, the Europcar Mobility Group has over 200,000 vehicles on average in its fleet and serves 5 million customers in more than 140 countries. But the vision our Group was founded upon remains the same, while being more relevant and promising than ever, as we are entering the usage and sharing economy era!

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