MCC & Helpdesk Agent

General Responsibilities 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.