Contact Center Advisor
Thrifty Car Rental
Total years of experience :8 years, 8 Months
Answering call from customer, respond to inquiries, manage complaints,
troubleshoot significant customer service problems, and provide general
information.
• Answering approximately 75 inbound customer call per day in a
friendly and courteous manner
• To act as the first point of contact for customers, dealing effectively
with request, answering queries, taking responsibility for processing
each inquiry through to a satisfaction conclusion.
• To demonstrate an understanding of complex processes, specialized
skills and technical knowledge by fully utilizing software systems
(CRM Customer Relationship Management).
Processes reservations by mail, telephone, telex, cable, fax or central
reservation systems referral.
• Processes reservations from the sales office, other hotel
departments, and travel agents.
• Knows the selling status, rates, and benefits of all packages plans.
• Knows the credit policy of the car and how to code each reservation.
• Creates and maintains reservation records by date of arrival and
alphabetical listing.
• Prepares letters of confirmation.
• Communicates reservation information to the location.
• Processes cancellations and modifications and promptly relays this
information to the location.
• Understands the company’s policy on guaranteed reservations and
no-shows.
• Tracks future car availabilities on the basis of reservations.
• Helps develop car rental revenue and availability forecasts.
• Handles daily correspondence. Responds to inquiries and makes
reservations as needed.
• Open and close the availability as and when required of car in all the
GDS channels, IDS channels and on thrifty local website.
• Configuring rates on the hotels property management system.
Helping customers with complaints and questions, give customers information
about products and services, take orders, and process returns. By helping
customers understand the product and answering questions about their
reservations, they are sometimes seen as having a role in sales.
• Resolve customer complaints via phone, email, mail, or social media.
• Greet customers warmly and ascertain problem or reason for calling.
• Advise on company information.
• Assist with placement of orders, refunds, or exchanges.
• Act as the company gatekeeper.
• Inform customer of deals and promotions.
• Sell products and services.
• Work with customer service manager to ensure proper customer
service is being delivered.
• Close out or open customers car rental contract.
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