Customer Service Specialist - Car Rentals

About the role

itel is looking for a Customer Service Specialist for its car rental business in Montego Bay. The role acts as a liaison between the company and current and potential customers worldwide, keeping customer satisfaction at the core of every decision to retain and grow specialty customer business. It covers pre, during and post car rental experiences, including issues, complaints and inquiries from corporate and valued customers.

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 about 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.
• Enter customer data accurately into company systems and ensure all interactions meet company policies and customer service standards.
• Take ownership of resolving issues and complaints from high-profile corporate and other 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, listening and telephone skills.
• Negotiation, decision-making and problem-solving skills.
• Analytical, mathematical and organizational skills.
• Advanced computer skills with MS Outlook and MS Office, and multiple specialized applications.
• Ability to handle complex customer issues positively, work independently and in teams, and show strong initiative.