MCC & Helpdesk Agent

General Responsibilities Job purpose As a Member Care Service Administrator, you will have broad responsibilities of supporting Customers in the exciting and dynamic Hertz 24/7 business. You will be part of a dynamic team of MCC agents and manage incoming calls, emails, alerts, enrolments and confidential files and resolve customer invoice issues. Primary Duties and Responsibilities • Support the customer through the on-line reservation process. • Complete reservation process on behalf of the customers. • Complete enrolments on behalf of customers. • Verify customers’ identity through available means. • Ensuring that all incoming calls are answered and outbound calls placed as required with ‘customer satisfaction’ timeframe. • Email handling, responding to customer emails with general information on the product on services etc. • Processing customer and technology driven alerts. • Liaising with the Country Operations team to keep them updated on any customer/system/vehicle issues. • Ensure all Member Profiles are updated with accurate Information. • Invoicing – dealing with and resolving any customer invoice issues • Identifying and escalating system issues and improvements needed. • Handle Collection tasks and GDPR requests as assigned • Meeting or exceeding established departmental performance KPI’s • Flexible approach to weekend and shift rotation required Essential Requirements • Fluency in English written and verbal required. • Be a team player • Min 1 year Customer Service or Reservation background or similar type of environment • Full flexibility required regarding Operational Hours : 7am – 10pm • Shift rotation, 7 days a week. • Strong communication and interpersonal skills • Ability to work under pressure during peak times • Strong time management and organisational skills • Ability to handle high volume of customer calls daily while maintaining a positive attitude. At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace. EOE, including disability/veteran