Customer Service Specialist - Car Rental

About the role

itel is looking for a Customer Service Specialist in St. Lucia to act as a liaison between the company and its current and potential customers worldwide. The role retains and grows specialty customer business by researching, resolving and responding to customers about their pre, during and post car rental experience, keeping customer satisfaction at the core of every decision.

Key responsibilities

• Clarify, research and communicate information on new and existing car rental reservations, and cross-sell ancillary products and services where appropriate.
• Provide solutions to customer inquiries, requests and issues related to past and future rentals, and process forms and reports accurately and promptly.
• Coordinate upcoming reservations and investigate customer service issues by telephone and email with field operations, ensuring timely adjustments and professional customer communications.
• Input customer data accurately into company systems and ensure all interactions meet company policies and customer service standards.
• Take ownership of resolving issues, complaints and inquiries from corporate and valued customers.
• Participate in special projects and perform other duties as required.

Required profile

• High school diploma.
• At least 2 years of current experience in a customer care environment or inside sales.
• 3 CXC/CSEC subjects including English, with at least 6 months of BPO or sales experience.
• Fluent reading, writing and speaking of English.
• Regular and punctual attendance.

Required skills

• Excellent verbal and written communication and effective listening and telephone skills.
• Negotiation, decision-making and problem-solving skills.
• Analytical, mathematical and organizational skills.
• Advanced computer skills using MS Outlook, MS Office and multiple specialized applications.
• Ability to handle complex customer issues positively, work independently and in teams, and show strong initiative.