Assistant: Client Liaison | Europcar | Bruma
Company: Europcar
Location: Bruma, Gauteng, South Africa
Job Type: Permanent
Closing Date: 20 January 2025
Reference Number: MOT250113-10
Job Description
Europcar’s Zulberg Close call center has a permanent opportunity for a Customer Services Consultant. The role focuses on providing excellent customer service, ensuring that customer queries are handled efficiently, and resolving issues to improve their overall rental experience. If you’re passionate about providing exceptional service and are skilled at managing customer concerns under pressure, this is the ideal position for you.
Position Overview
The Client Liaison Assistant is responsible for handling and resolving customer service queries, investigating issues, and ensuring customers are informed of the status of their queries. This is an opportunity for someone who thrives in a customer-facing role and is proactive in finding solutions.
Specific Responsibilities
- Query Handling & Resolution:
- Respond to all email inquiries within 48 working hours.
- Resolve all customer queries within the expected turnaround time.
- Proactively solve the root causes of customer issues to ensure a positive experience.
- Investigation & Reporting:
- Log queries accurately and ensure the correct query code is applied.
- Conduct thorough investigations and provide detailed information to support credit/debit processing.
- Ensure authorization is received before processing credit notes and close queries once resolved.
- Customer Communication:
- Provide feedback to customers (internal and external) on the status and outcome of their queries.
- Keep customers informed of any delays or required follow-up actions.
- Error Prevention & Continuous Improvement:
- Identify inaccuracies and collaborate with relevant departments to minimize errors.
Qualifications & Experience
- Experience:
- At least 3 years of experience in customer service, with a strong focus on query management.
- Qualifications:
- Grade 12 (Matric)
- A relevant tertiary qualification is an advantage.
- Skills:
- Computer literate (MS Office).
Skills & Personal Attributes
- Key Competencies:
- Highly proficient communication skills (written and verbal).
- Strong interpersonal skills with the ability to engage professionally with customers and stakeholders.
- Customer service and query resolution expertise.
- Conflict management and systematic problem-solving skills.
- Strong organizational, multitasking, and time management skills.
- Attention to detail and high accuracy.
- Ability to work under pressure and meet deadlines.
- Personal Attributes:
- Passionate about service excellence and problem resolution.
- Professional conduct with a strong focus on customer satisfaction.
- Resilient in managing customer complaints and difficult issues.
- Proactive, self-motivated, and driven to achieve both individual and team goals.
- Trustworthy, responsible, and committed to ethical business practices.
How to Apply
Applications must be submitted by 20 January 2025. If shortlisted, you will be contacted for an interview. If you do not receive an invitation by 10 February 2025, please consider your application unsuccessful.
Join Europcar and play a key role in enhancing the customer experience with a “Moving Your Way” philosophy!
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