Digital Check-in Agent / Customer Service

Job Title: Digital Check In Agent

Salary: £24,000 basic plus commission (realistic OTE £32,000-£35,000)

Role Overview:

This is a core role to ensure the success of our digital smart service initiative. We know that speed of service is fundamental to improving the customer experience, and digital smart service provides us with a way to deliver this.

This person will be responsible for ensuring we obtain vital information from our customers in advance of their arrival to reduce unnecessary contact between our employees and customers, reduce wait times, and offers our customers a better rental experience.

They need to be able to converse with customers in a professional way in both written and spoken format, as well as being able to rent competently, handle a variety of customer queries and confidently sell our products where appropriate. This person enjoys taking a flexible approach within the role and is passionate about owning the overall customer journey and has sales experience

Responsibilities:

• Delivering outstanding customer service to our customers, exceeding expectations where possible.
• Maximising revenue through the sale of additional products, services and lead generation.
• Owning any customer concerns using techniques such as Listen, Own and Resolve.
• Having the ABG Safety Pledge at the heart of everything they do for our team members and customers.

Rental Revenue

Promotes appropriate additional products and services so as to maximise the overall rental revenues whilst delighting the customer and enhancing their journey with products that suit their specific requirements.

Sales Optimisation

Utilises local fleet pricing knowledge and intelligence and the sales and service process effectively to maximise the price gained on each customer transaction and minimise fleet penalty costs

Continuous Improvement

Monitors own and overall team performance, spots opportunities and suggest improvements to optimise performance

Problem Solving

Tracks and understands trends in customer contacts to enable root cause resolution

Customer Complaints

Takes full ownership of customer complaints and works with onsite and offsite teams to achieves resolution to encourage customer loyalty while protecting revenues

Customer Service

Provides outstanding customer service dealing with every customers’ requirements and expectations so as to maximise customer loyalty

Communication

Handles both voice and non-voice communications with a high level of professionalism. Precise attention to detail ensuring records are updated accurately

Operating Approach

Complies to the company and store policies and procedures so that a consistent service is provided every time whist keeping abreast of operational and policy changes

Skills/Experience:

• Experience working in a customer service environment
• Excellent administration skills
• Good level of written and spoken English
• Professional telephone technique and happy to converse via telephone or face video.
• Team-player
• Proficient in MS Office Applications
• High standard of verbal and written English

Great rewards for great work

Great customer experiences begin with team members who feel valued and respected. That’s why we are committed to looking after our people as much as our customers. We offer:

• 25 days holiday plus Bank Holidays
• A Perkbox account, giving you access to more than 250 perks, including free drinks, cinema tickets, shopping discounts, online GP appointments, fitness classes, learning courses and much more
• Employee Assistance Programme (EAP) provided by Health Assured – 24/7 support for your mental health and wellbeing
• Employee discounts on car rental across Avis Budget Group (including Zipcar).
• Opportunity to earn monthly commission

Job Types: Full-time, Permanent

Salary: £24,000.00 per year

Benefits:

• Company pension
• Employee discount
• On-site parking
• Referral programme
• Store discount
• Wellness programme

Schedule:

• 8 hour shift

Supplemental pay types:

• Commission pay

Work Location: In person