Customer Relations Consultant
We are seeking a Customer Relations Consultant who will be responsible for ensuring feedback lodged by customers are responded in a effective manner.
Summary about this job
Customer Service - Call Centre
Company: Kingmill Pty Limited t/as Thrifty Car Rental
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-1315-4335
Fax: +61-7-6677-9235
E-mail: n\a
Site: n\a
Detail information about job Customer Relations Consultant. Terms and conditions vacancy
- Full Time Position
- Variety of Responsibilities
- Mascot Location
Thrifty Car Rental is a member of the National Roadside and Motorist Association (NRMA) Group of Companies and is the only 100% Australian-owned international car rental brand. Thrifty is a major industry player with an extensive fleet of over 15,000 vehicles that includes cars, trucks, 4WD's and buses in more than 210 locations Australia and New Zealand.
We are seeking a Full Time Customer Relations Consultant to join the customer experience team at Thrifty Head Office.
You will be responsible for handling Thrifty's customer service queries, complaints and requests; both financial and service related, ensuring they are dealt with promptly, efficiently and in line with strict Service Level Agreements.
Within this context the Customer Relations Consultant will contribute to the strategic intent by focusing on providing a high level of customer service to increase customer satisfaction, whilst achieving business targets.
The successful candidate's task include:
- Resolving customer disputes entirely while preserving effective customer relationships
- Achieving targets for responding to customer feedback
- Providing timely resolutions to escalated issues from business units
- Ensuring objectivity in the feedback process whereby each complaint is addressed in an equitable, objective and unbiased manner
- Proactively working with business unit managers to provide resolution and 'turn around' for dissatisfied customers of their business units
- Building and maintaining effective internal and external relationships with key stakeholders
- Providing insight into trending issues to prevent ongoing escalations
It is essential that you have the following:
- Experience of negotiation and handling conflict with strong decision making skills
- Proven experience in a Case Management capacity (desirable)
- A record of successful accomplishment in providing consistently outstanding customer service
- A strong ability to meet strict time frames as well as internal KPI's resulting in superior outcomes for our Customers.
- Experience in using computer based systems.
- High level of interpersonal and problem solving skills, particularly via the medium of the telephone
- Excellent written and verbal communication
- Relationship building and maintenance skills
- Highly developed planning, organisation and time management skills
- A high level of integrity
- Ability to build and develop business relationships with internal stakeholders and external customers
- The ability to work under pressure with competing priorities simultaneously and provide a good level of flexibility
- Ability to work well within a small team
In return we offer:
- A supportive and friendly team and work environment
- Great benefits and training
- Excellent career opportunities to grow within the business and the wider NRMA group
If this sounds like the opportunity you've been seeking, then we'd love to hear from you!