Open House

Job Purpose

This role serves as a key liaison between the company and its existing and prospective global customers, with a primary focus on retaining and expanding specialty customer relationships. The position is responsible for managing all aspects of the customer experience—including pre-rental, during rental, and post-rental interactions.

The incumbent takes full ownership of resolving inquiries, complaints, and complex issues from high-profile corporate and valued customers. A strong commitment to delivering exceptional service and maintaining customer satisfaction is essential, with the goal of driving loyalty and long-term business growth.

Essential Duties and Responsibilities

• Provide accurate, timely, and professional responses to customer inquiries regarding new and existing car rental reservations, ensuring solutions align with customer needs while identifying opportunities to cross-sell ancillary products and services.
• Investigate and resolve customer concerns related to past, current, and future rentals by conducting thorough research and delivering effective, customer-focused solutions.
• Maintain adherence to company policies, procedures, and service standards in all customer interactions, ensuring a high level of professionalism at all times.
• Accurately document and update customer information in multiple systems to support tracking, reporting, and record retention requirements.
• Process and complete requests related to reservation modifications, special handling requirements, and service adjustments with a high degree of accuracy and efficiency.
• Liaise with field operations via phone and email to coordinate upcoming reservations and resolve service-related issues, ensuring timely execution of customer adjustments.
• Prepare clear, professional written communications to customers using appropriate grammar, tone, and vocabulary.
• Support special projects and perform additional duties as assigned to meet business needs.

Qualifications

• Minimum of 1 year of relevant experience in a customer care or inside sales environment.
• 3 CXC/CSEC subjects, including English.
• At least 6 months of BPO or Sales experience.

Required Knowledge, Skills, and Abilities

• Strong verbal and written communication skills with the ability to engage professionally with diverse customer groups
• Excellent listening skills and effective telephone etiquette
• Demonstrated problem-solving, decision-making, and negotiation capabilities
• Strong analytical, organizational, and basic mathematical skills
• Advanced proficiency in MS Outlook, MS Office, and experience navigating multiple systems/applications
• Ability to manage complex customer issues while maintaining composure and a positive attitude
• Strong initiative with a focus on exceeding performance expectations
• High attention to detail with the ability to work both independently and collaboratively
• Full proficiency in reading, writing, and speaking English
• Consistent and reliable attendance and punctuality