Reservations Agent - Evergreen

About the role

itel is hiring a Reservations Agent for its Evergreen team in Kingston. The role acts as a liaison between the company and its current and potential worldwide customers, retaining and growing specialty customer business. It covers pre, during and post car rental experiences, resolving 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 accurately enter customer data into company systems.
• Process forms and reports related to reservation special handling requests promptly and accurately.
• Coordinate upcoming reservations and investigate customer service issues by telephone and email with field operations, ensuring timely adjustments and professional customer communications.
• Take part 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 telephone skills.
• Negotiation, decision-making and problem-solving skills.
• Analytical, mathematical and organisational skills.
• Advanced computer skills with MS Outlook and MS Office, and several specialised applications.
• Ability to handle complex customer issues positively, work independently and in teams, and show strong initiative.