Customer Service Specialist
Job Description
MAIN RESPONSIBILITIES
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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
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Interact with partners on a daily basis to resolve incidents, escalations requests
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Give support to all areas of Call Center Management (C4W/Galileo/europcar.com, GDS Online etc) if necessary for business reasons or absences.
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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, SalesForce, 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
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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
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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.