Contact Centre Agent (Service Advisors)

The Contact Centre Agent delivers exceptional customer service by handling inbound and outbound customer interactions across multiple business functions, including general customer service, vehicle rentals, and parts support. The role serves as the first point of contact for customers, providing accurate information, resolving enquiries and complaints, processing reservations and rental agreements, assisting with parts enquiries and quotations, and coordinating with internal departments to ensure timely and efficient service delivery. The successful candidate is expected to consistently deliver positive customer experience while achieving departmental service standards, quality objectives, and performance targets.
Core Responsibilities:

• Deliver professional, courteous, and efficient customer service through telephone, email, and other approved communication channels.
• Respond promptly and accurately to customer enquiries, providing information, guidance, and appropriate solutions.
• Build and maintain positive customer relationships through effective communication and exceptional service.
• Resolve customer concerns and complaints professionally, ensuring satisfactory outcomes and appropriate documentation.
• Conduct follow-up communication with customers to provide updates, confirm resolutions, or obtain additional information.
• Process, update, and manage customer reservations, rental agreements, returns, and related documentation accurately and efficiently.
• Determine customer needs and recommend appropriate products, services, upgrades, and available solutions.
• Verify vehicle availability, assign rental vehicles, and ensure rental documentation is complete and accurate.
• Explain rental terms, charges, policies, optional products, and services to customers.
• Respond to customer enquiries regarding automotive parts, including availability, pricing, compatibility, and quotations.
• Navigate manufacturers and brand catalogues to identify and source correct parts.
• Prepare accurate quotations for parts and related services.
• Liaise effectively with Service Centres, Parts Departments, and other internal teams to ensure timely fulfilment of customer requests.
• Maintain accurate customer records, interaction logs, quotations, reservations, and other required documentation.
• Meet established Key Performance Indicators (KPIs), Quality Assurance standards, and departmental service objectives.
• Maintain current knowledge of company products, services, systems, promotions, policies, and procedures.
• Participate in all required training, coaching, and professional development programmes.
• Promote teamwork and maintain positive working relationships across all departments.
• Ensure compliance with company policies, confidentiality requirements, and operational procedures.
• Perform any other duties assigned by management.

• Excellent verbal and written communication skills.
• Strong customer service orientation with a passion for delivering exceptional customer experiences.
• Excellent interpersonal and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• High level of professionalism, integrity, and confidentiality.
• Strong organizational and time-management skills with excellent attention to detail.
• Ability to multitask and perform effectively in a fast-paced, high-volume environment.
• Self-motivated with the ability to work independently and as part of a team.
• Ability to build and maintain effective working relationships with internal and external stakeholders.
• Solution-oriented mindset with sound judgment and initiative.
• Adaptable and flexible, including the ability to work weekends, public holidays, and varying shifts as required.
• Strong computer literacy with proficiency in Microsoft Office applications and customer management systems.
• Ability to learn new systems, products, and business processes quickly.
• Sales awareness with the ability to identify opportunities to recommend relevant products and services.

• Diploma or a minimum of five (5) CXC/O'Level subjects, including English Language and Mathematics.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and other business systems.
• Previous experience in a customer service, contact centre, reservations, automotive, rental, or parts environment would be an asset.
• Automotive and/or vehicle rental industry experience is desirable.

Please Note: Only Shortlisted Candidates Will Be Contacted. Thank you for your application.