Senior CX Specialist

We are looking to recruit a dynamic and flexible Senior Customer Experience (CX) Specialist passionate about delivering high quality personalised customer support in the quickest, simplest, easiest way possible ensuring consistent standards of service delivery to our top end customer in order to make them feel great about Hertz along the way.

 

What You’Ll Do:

• Investigate and resolve complex customer queries & complaints received via phone, email or chat channels to ensure customer satisfaction in a fast and efficient manner.
• Investigate and resolve incoming FNOL queries to ensure customer satisfaction in a fast and efficient manner.
• Provide speedy solutions to all social media queries with the highest level of quality and sentiment in responses and the overall engagement.
• Monitor, manage and improve public reviews in line with our guidelines of brand reputation. - Provide a one stop-shop for our high-profile customers by understanding all parts of the business & processes.
• Translate content for marketing and sales for the upcoming campaigns, social media posts, policy changes, T&C and other.
• Support all revenue related activities, either by phone, email or chat – when needed.
• Ensure that Hertz systems and research tools are used effectively in order to decide if a financial adjustment should be awarded.
• Ensure all customer/account documentation are updated with accurate Information.
• Auditing – ensuring that all rentals are audited prior to invoicing to facilitate the cash flow process and support the business in internal and external auditing function to ensure quality assurance and customer satisfaction. 
• Executive Reservations – provide excellent service to president circle and platinum members.
• Customer recovery support – through NPS analysis and required actions based upon same. 
• Invoicing – supporting the invoicing process as per account specific requirements.
• Training – Provide training and mentoring to CX Specialists. 
• Reach and maintain set department file closure times to ensure customer service levels are achieved and exceeded and file aging is kept to a minimum.
• Reach and maintain file quality standards to ensure customer service levels are achieved and exceeded.
• Tolerance for managing pressure during peak times.
• Contribute to the lively internationally diverse culture in Hertz with a positive attitude and open mind.
• Keep detailed records of Executive contacts, to aid reporting, vital to the business.
• Work closely with Senior Management and Operations teams in country in order to establish a direct route of communication to resolve cases in short time frame.
• Deal with matters of a sensitive nature that may require you to work with members of the legal, media and security teams.
• To define and manage own personal development in order to support own current and future personal effectiveness.
• Ensure all SOPs / Guidelines / Intranet is updated with accurate & up to date information.
• Use all the channel of choice offered to our customer.
• Aim for first contact resolution.
• Any other duties deemed necessary by the Team Leader.
• Be fully conversant with Hertz Mission Vision and values and seek to fulfil them in daily work.

What We’Re Looking For:

• Must have completed minimum 1 year in the role of CX Specialist, or equivalent.
• Knowledge of car hire industry or travel industry favourable.
• Working knowledge of Customer Relationship Management systems, ideally Salesforce. 
• Fully trained in reservations. 
• An excellent level of English and German / or French/ or Spanish / or BX.
• Written communication skills – expressing concepts and information in a range of written formats such as training & development material and briefing documents.
• Tact and diplomacy while dealing with high profile customers.
• Attention to details.
• Ability to take difficult decisions.
• Excellent verbal communication skills. 

What You’Ll Get:

• Employee Friends & Family rental discount 
• Hybrid/flexible working arrangements.
• 22 days holidays on hire rising to 27 days with service.
• Occupational Pension Scheme with up to 5% company matched contribution. 
• Life Cover payable at 4 times base salary. 
• Profit Share Scheme.
• Tuition support plus access to compressive online learning platform.
• 10 days paid study leave & paid exam leave where exams fall during work hours.
• Income protection for long term illness. 
• Professional membership fees paid in full annually where membership relates directly to role. 
• Bike to Work & Travel Pass schemes. 
• Employee Assistance Programme for employees and family.
• Occupational Health support.
• Christmas savings scheme.

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.