What you will be doing?
o Handling multiple customer queries in both German and English while providing a 1st class customer service delivery on every contact.
o Handle customer care and sales enquiries from customers across CarTrawler channels, including webchat, telephone, email, social media and future channels.
o Calling customers who have requested a call back to help them through the booking processing, ensuring we ultimately convert the call back request into a confirmed reservation.
o Handling reservations that are not yet fully confirmed, ensuring that we confirm the bookings as soon as possible and within our internal and customer agreed timeframes.
o Calling customers to discuss and resolve all booking/availability issues.
o Accurately and timely updating of customer and supplier interactions in the CRM system.
o Maximise up-sell & cross-sell opportunities through customer contact. o Ownership of individual metrics, KPIs and success.
o Provide an excellent standard of customer service (NPS).
o Efficient interactions delivering on first contact resolution metrics.
o Achieve up-sell and cross-sell objectives.
o Contribute to contact improvement activities and opportunities. Critical Interfaces: o CCE team members, peers and leadership team.
o Partners, Suppliers and Customers.
o Fluent in both German and English
o At least 1 years` experience working within a customer facing environment.
o Demonstrated success in achieving/ exceeding targets in a contact centre environment.
o Customer Centricity, demonstrated through the achievement of customer focused metrics and or activities.
o Ability to work constructively as part of a team.