Customer Service Specialist Lisboa

Customer Service Specialist
Lisboa
Lisboa, Portugal

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Customer Service Specialist

Postuler remote type Hybride locations Lisboa time type Temps plein posted on Offre publiée hier job requisition id JR103199

Job Description

MAIN RESPONSIBILITIES

• Supervise and guarantee that the quality of the telephone service and any other type of contact addressed to the Call Center is in accordance with CIA standards and meets the objectives established by evaluating the recordings and monitoring carried out continuously by the trainer and quality manager of the area, always with the objective of providing a high quality service to our client.
• Interact with partners on a daily basis to resolve incidents and escalations requests.
• Give support to all areas of Call Center Management (C4W/Galileo/europcar.com, GDS Online etc) if necessary for business reasons or absences.
• Supervise client implants and ensure that tasks defined for any client are accomplished with maximum efficiency and client satisfaction.

ORGANISATIONAL DETAILS

Main problems:

Knowledge and management of various technical tools such as GW, Sigger, Sales
Force, brings complexity due to its diversity.

The collaborative relationship with both internal and external human teams (suppliers) in order to optimise all processes to the maximum, improve the quality of service and achieve results.

The relationship with a technology provider such as Telephony, or Chat, for example, due to its diversity and technical specialisation.

INTERNAL AND EXTERNAL RELATIONSHIPS

• Internal:

Commercial & Operations teams in general with an almost daily frequency for escalation of reservations and/or incidents.

RCM team, mainly Capacity, with an almost daily frequency due to its involvement in the management and confirmation of vehicle requests when GW does not confirm it.

IT team: Every day for issues related to any tool necessary for the proper functioning of the department.

• External:

With external clients from both companies and agencies, and assistance companies for special reservation requests, various incidents with escalation to supervision. These relationships are almost daily.

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.

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,
- 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
- 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