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For Companies At a Glance
- Tasks: Manage customer reservations and provide exceptional service across various platforms.
- Company: Join Europcar, a leader in mobility services with a global presence.
- Benefits: Enjoy competitive salary, generous holiday, and discounts on car hire and mobile contracts.
- Why this job: Be part of a dynamic team that values customer satisfaction and career growth.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Flexible working hours and opportunities for professional development await you.
The predicted salary is between 24000 - 36000 £ per year.
The Business Services Department based at Europcar’s Leicester Support Centre focuses on providing a professional reservation, rental management and complaint handling service to our consumer and key account customers, as well as providing administrative support to other business units.
Our Customer Care Agents will be required to manage inbound and outbound enquiries from a variety of consumer and corporate customers, at all stages of the rental journey. Managing a wide variety of contact methods and using various systems and customer platforms, the multi-skilled, cross-functional Customer Care Agent will ensure an exceptional level of service is provided to all internal and external customers, whilst working in line with Europcar’s policies and procedures. You will also provide a professional and friendly service to customers. Reporting into the Online Systems Manager you will answer customers’ calls relating to our VIP and Specialist consumer reservation products.
Working hours: 40 hours per week: Monday - Friday - 0800 - 1800
What we can offer you:
- Competitive Basic Salary
- Starting on 6 weeks holiday (including bank holidays), increasing with length of service
- Pension and a life insurance scheme
- Enhanced Maternity and Adoption Leave (subject to service and earning qualifications)
- Discounted car hire rates across our network
- 20% discount on EE mobile phone contracts
- Discounted hotel rates through the Accor Group after 12 months service
- Cycle2Work
- Free annual eye tests
- Confidential legal and support service through BUPA
- Career progression and development
Main duties of the role:
- To maintain a high quality of Customer Service recognising the Company’s One objectives.
- Establish and maintain a good working relationship with all of our internal and external customers.
- Placing reservations via phone or email utilising multiple applications and/or providing reservation support to those using direct hire sites.
- Assisting our customers during their live rental.
- Providing post rental support through proactive complaint management.
- Answer calls and book specialist reservations.
- Provide technical support where necessary.
- To act as the day-to-day liaison for the Customer and Europcar branches to ensure smooth running of our services.
- Ensuring contractual SLAs are exceeded as specified within our T&Cs and Corporate contracts.
- Complete security of all Europcar policies and rental rates.
- Ensure any system issues / contract discrepancies are brought to the attention of the Team Leader / Line Manager at the earliest opportunity.
- Ensure that a professional and courteous image is portrayed at all times, both personally and in attitude and appearance in the work area.
- To complete any other reasonable duties requested by your Team Leader and/or Line Manager.
- The ability to demonstrate excellent customer service approach and work with strong organisational and prioritisation skills.
Key skills and attributes required:
- Excellent administrative skills, communication and attention to detail.
- High quality standards.
- First class IT - knowledge of all Microsoft and Google packages.
- Able to work using own initiative as well as ability to work within a team.
- Highly results driven.
- Customer centric approach.
- Confidence to work across all levels of the business.
- Practically minded: able to roll sleeves up and get stuck in.
- Available to work overtime when requested.
- Work well under pressure and achieve deadlines: excellent time management.
- Take ownership - for all tasks and duties designated to you.
If you believe you have what it takes to become a successful Reservations Agent within Europcar, then please apply today!
Reservation Agent employer: Europcar España
Contact Detail:
Europcar España Recruiting Team
We think you need these skills to ace Reservation Agent
How to prepare for a job interview at Europcar España
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Reservation Agent. Familiarise yourself with Europcar’s services and policies, especially around customer care and complaint handling. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Off Your Customer Service Skills
Since this role is all about providing exceptional customer service, prepare examples from your past experiences where you’ve gone above and beyond for customers. Think about how you handled difficult situations or complaints, as these stories will demonstrate your ability to maintain high-quality service under pressure.
✨Brush Up on Your IT Skills
As a Reservation Agent, you'll be using various systems and applications. Make sure you're comfortable with Microsoft and Google packages, and if possible, practice navigating similar software. Being tech-savvy will not only boost your confidence but also show that you can adapt quickly to the tools used at Europcar.
✨Prepare Questions to Ask
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and what success looks like in this role. This shows that you’re engaged and serious about finding the right fit for both you and Europcar.