Contact Centre Operator

As a Contact Centre Operator, you will serve as a brand ambassador, delivering an exceptional and personalized customer experience with every interaction. As the first point of contact for customers, you will assist with a wide range of enquiries while maximizing reservation and sales opportunities.

This role is vital in the organisation's customer service operations as it operates in a dynamic and rapidly changing environment which requires flexibility, adaptability, initiative as well as excellent time management and problem-solving skills.

This is considered a highly valued position because it integrates with many areas across the organisation. This role requires you to have a strong sales ability and be able to demonstrate our product in terms of features and benefits.

A key part of your role requires you to upsell additional products while building on your relationship with the customer, which is the key to our company's growth and profitability.

Key Responsibilities

• Deliver a personal and excellent customer experience.
• Handle inbound calls efficiently across multiple queues and channels.
• Manage customer bookings, amendments, complaints, and inquiries with professionalism.
• Promote and sell rental vehicle services.
• Process business transactions using Car Rental software.
• Provide solutions to retain customer business.
• Use web-based tools to communicate and confer with customers.
• Recommend upgrades, features, rate plans, and accessories.
• Stay updated on services, products, and promotions.
• Explain booking terms and conditions clearly.
• Assist customers with additional requirements and arrange airport transfers.
• Perform other duties as requested by management.

Key Requirements

• Experience in a fast-paced office environment with adaptability and confidentiality.
• Strong organizational skills to manage multiple tasks and meet deadlines.
• Excellent interpersonal skills and team spirit.
• Initiative to work independently while collaborating effectively in a team.
• Strong verbal and written communication skills.
• Ability to engage with diverse customers and deliver outstanding service.