Europcar are seeking a customer-centric and motivated Customer Service Agent to join our Escalations team on a part time basis located at our Head Office in Tullamarine, Victoria. Reporting to the Service Delivery Manager, this role is responsible for resolving complex customer queries and ensuring customer satisfaction and loyalty. What's on offer: Competitive salary packageContinuous learning and professional development opportunitiesEarn cash rewards through our Employee Referral Program for successfully referring candidatesEnjoy significant employee discounts on various offerings, such as discounted car rentals for yourself, family, and friends, as well as Accor discounts, pet insurance, health insurance and moreBe part of an internationally recognised brand with prospects for national and global career growthAccess to Employee Assistance Program and the top-rated Calm App for mental fitnessExperience a positive workplace culture, collaborating with a dynamic, supportive, and high-achieving team Some of the key responsibilities include: Act as the main point of contact within the Contact Centre team to handle escalations and high risk claimsReceive and manage customer inquiries and complaints in a timely and professional manner in accordance with proceduresAssist with the day to day responsibilities of managing departmental inbox and allocation of cases across the teamStrive to meet or exceed customer satisfaction goals and key performance indicators (KPIs).Identify trends and recurring issues and provide feedback and recommendations for process improvement To be considered for this position you should possess: Minimum two (2) years' customer service experiencePrevious administration experienceIntermediate computer skills in Word and Excel is essentialClear, confident communication skills, both written and verbalAbility to coordinate multiple tasks and work under tight deadlinesExcellent problem solving and decision making abilitiesEuropcar Mobility Group