About CarTrawler

CarTrawler’s proprietary technology and global network of suppliers enables it to offer its partners’ customers a wide choice of competitive car hire and ground transportation alternatives before, during and after they book a flight, hotel or travel package, providing a valuable source of ancillary income to their travel partners, and preventing leakage. It provides an end-to-end white label solution for its partners, including revenue management and customer service.

From a supplier’s perspective, CarTrawler’s exclusive partnerships with many of the world’s largest B2C travel portals means it is the only channel through which it can access this attractive customer segment.

From a consumer perspective, CarTrawler’s extensive car and ground transportation suite of services provide huge choice and value for customers flying in and out of 50,000 locations around the world, creating a truly seamless and easy end-to-end travel journey.

Role Purpose To provide an excellent standard of customer experience by working objectively as part of the Customer Care team recommending ways to improve the customer experience and increase revenue driving activities.

Reporting to: Customer Care Team Manager

Main accountabilities and key tasks:

o Handling multiple customer queries 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.

Knowledge and Experience:

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