Customer Service (English speaker)

Customer Service Agent – Reservations | Hertz

Are you passionate about sales and delivering exceptional customer experiences? Join Hertz as a Contact Centre Agent – Reservations and play a key role in converting customer enquiries into successful reservations while exceeding service expectations.

Job Purpose

As a Contact Centre Agent – Reservations, your primary mission is to handle all incoming customer calls in line with Hertz quality standards, procedures, and guidelines. You will build strong customer relationships, promote Hertz products and loyalty programs, and convert calls into confirmed reservations while ensuring outstanding customer satisfaction.

Key Responsibilities

• Receive and manage incoming calls, maximizing conversion into sales.
• Promote and sell Hertz products and services, including loyalty programs.
• Achieve sales, call-handling, and quality performance targets.
• Participate actively in team briefs and one-on-one meetings to support team goals.
• Share customer feedback with Team Leaders to support continuous improvement.
• Track reservation requests and provide timely follow-ups.
• Support other markets by handling cross-market calls when required.
• Handle customer complaints professionally to maintain a positive brand image.
• Support onboarding by tutoring and assisting new reservation sales agents.
• Perform additional tasks assigned by the Team Leader.

Professional Experience

• Previous experience in sales, customer service, or a contact center environment is required.

Knowledge & Qualifications

• Proficient in Microsoft Office (Word & Excel) and comfortable using intranet systems.
• Excellent keyboard skills (minimum 25 WPM).
• Fluency in English and/or relevant market language.
• Leaving Certificate or equivalent educational qualification.

Skills & Competencies

Core Skills:

• Strong sales and persuasive communication skills.
• Highly customer-focused with strong adherence to processes and guidelines.
• Excellent written and verbal communication skills.
• Strong problem-solving and prioritization abilities.
• Ability to thrive in a fast-paced environment.
• Team player with strong relationship-building skills.

Core Competencies:

• Relationship Management & Teamwork
• Effective Communication
• Business & Customer Orientation
• Analysis & Decision Making
• Organization & Resource Management

Personality Traits:

• Drive & Initiative
• Professionalism & Resilience
• Adaptability & Flexibility